Guest Service Agent

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure the highest level of sincere service delivery leading to memorable guest stay by following all Forbes, Leading Quality and Langham Brand standards and Front desk/Langham Touch procedures in person and on the phone, and keep the Rooms Division colleagues and leaders informed
• Assist guests with any inquiry to ensure guest satisfaction
• Follow all The Langham, Boston and departmental procedures and ensure to complete all tasks with appropriate follow-through (i.e. Email Pass on, Check list and Pending guest service challenges, daily IAuditor inspection) on every shift
• Have proficient skills and knowledge of Opera PMS for all aspects of Front desk and Langham Touch areas to exceed guest’s expectations and to perform sound day-to-day operations of the departments
• Check-in and Check-out of guests in an efficient and timely manner – including assigning room numbers, issuing keys, obtaining proper method of payment, etc.
• Treat every guest as a unique and important guest leading to a memorable encounter while being fully aware of the departmental and hotels objectives
• Complete all tasks on the check lists in a timely manner and follow through with appropriate colleagues and departments while making sufficient notes for records
• Cashier responsibilities include but are not limited to making change, foreign currency exchange, obtaining appropriate payment method, establishing correct payment method when necessary, ensuring guest accounts are in good standing and following up if necessary
• Resolve any guest challenges, record information and report/communicate accordingly to the Supervisor/Manager
• Maintain clear and consistent communication with Front Office colleagues and management
• Contribute to a positive working environment with a strong team spirit
• Must be available variable hours/shifts, including weekends and nights to work at the Front desk and Langham Touch
• Support and fill in as necessary to other Front office area such as Guest relations and Concierge
• Have proficient knowledge of emergency procedures; answer emergency calls; respond to the Fire Alarm Panel and other alarms; execute all emergency responsibilities according to the Emergency Procedures Manual when working at the Langham Touch
• Monitor the Fire Panel at Langham Touch, report changes to Engineering and Security and document all events
• Operate the telephone console at the Langham touch efficiently and accurately, including answering all calls while delivering all standards and accessing voice mail features
• Record requests for wake-up calls accurately and deliver wake-up calls while following all service standards
• Know the hotel well; know the functions of each department; answer questions and offer information to callers, direct calls and respond/facilitate communication within departments
• Prepare incoming faxes and print outs for delivery to guests when working at The Langham Touch and record pertinent information
• Additional duties not mentioned above may also be requested by Supervisor/Manager

SUPPORTIVE FUNCTIONS

• Take general initiative with a business-oriented mindset to ensure guest satisfaction
• Maintain an irreproachable presentation, contributing to the image of a Five-star luxury property
• Impeccable attendance and punctuality
• Compete against a high standard of excellence

JOB KNOWLEDGE, SKILL AND ABILITY

• Work independently with minimal supervision, while being a team player
• Able to remain poised and productive in a fast-paced environment with frequent interruptions and changes
• Ability to anticipate preventing any negative situation and to provide maximum guest satisfaction
• Possess strong organizational, communication, and interpersonal skills
• Digital dexterity: strong knowledge of computers (Windows and Microsoft Office) and Opera PMS management
• Strong teamwork and detailed oriented

EDUCATION AND/OR EXPERIENCE

• Previous guest service experience in a luxury hotel or luxury brand strongly preferred
• Previous experience in five-star standards preferred
• Previous experience of working with international colleagues
• College preferred

CERTIFICATES, LICENSES, REGISTRATIONS

• CPR certification a plus

PHYSICAL DEMANDS

• Able to stand for length of shift: sit, reach, grasp, lift/carry up to 50 pounds, walk, climb, kneel, squat, bend, push, pull

Job Type: Full-time

Pay: $30.00 - $31.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Boston, MA 02114 (Required)

Ability to Relocate:

• Boston, MA 02114: Relocate before starting work (Required)

Work Location: In person

Salary : $30 - $31