Guest Service Agent

The Tremont House Galveston, a Tribute Portfolio Hotel by Marriott, has just finished a top to bottom transformation and recently joined the Tribute brand under Marriott, a family of independent hotels each with their own character.

Join our exciting downtown historic boutique hotel and award-winning team! We take pride in offering thoughtfully local amenities such as our modern historic sleeping rooms while delivering an elevated stay experience to our guests. The Tremont House, a lifestyle boutique hotel, is all about curating unique local experiences with a warm and welcoming feel. If you enjoy a fast-paced environment, untypical workdays, and creating memorable experiences while cultivating a clean & detailed guest impression, this job is right for you!

Located in the heart of Galveston’s Strand District, The Tremont House is the foundation of the neighborhood, inspired and influenced by its local surroundings. Guests of the property can expect a strong sense of place, defined by urban activity and authentic materials inspired by the history and creative culture of Galveston.

Located at 2300 Mechanic Street, the hotel offers 135 rooms including 27 suites, an intimate atrium style lobby and a relaxed, open-air rooftop sanctuary that showcases the best views in town. Amenities also include our historic Toujouse Bar, Blum & Co. restaurant, fully equipped fitness center, and Galveston’s only Rooftop bar. The Tremont has just finished a top to bottom transformation and recently joined the Tribute Portfolio by Marriott, a collection of independent boutique hotels.

Who we are seeking

We are seeking an energetic and optimistic welcome agent guru to provide our guests with a first-class southern hospitality driven experience to make our visitors feel welcome and ensure their pleasant and comfortable stay at our hotel. What is the role of a Welcome Agent? Responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will make sure you offer stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage and check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, your role will be making sure our visitors are satisfied.

Responsibilities

- Provide upscale guest service experiences for clients throughout their stay

- Ensure clients are properly greeted upon their arrival

- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

- Coordinate luggage collection and storage

- Check-in and check-out procedures, including reservations and financial transactions

- Promptly address guests’ requests

- Actively listen to and resolve complaints

- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

- Resolve customer concerns

- Inform clients of our hotel services, including breakfast and dining options

- Promote all hotel amenities, conveniences and programs offered

- Comply with all standards and operating procedures

- Appraise team’s performance and produce regular reports

- Liaise with Housekeepers to provide an overall comfortable guest experience

- Recommend local tourist spots, including places to dine, shop and sight-see

- Establish friendly relationships with regular hotel clients

Skills

- Proven work experience as a Guest Service Agent or similar role

- Hands-on experience with Hotel Management software (PMS)

- Proficiency in English; knowledge of other languages is a plus

- Customer service drive with outstanding communication and active listening skills

- Excellent problem-solving and multitasking skills

- Ability to work flexible hours

- Strong sense of responsibility and a professional presentation

Physical Demands /Work Environment:

The physical demands and work environment characteristics described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions:

· Physical Demands:

Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Some sedentary office work to complete reports and other computer-related projects. As business demands, ability to perform under the physical and environmental demands as the positions reporting to the Director of Guest Services , see respective job descriptions.

· Environmental Conditions:

Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

Other Expectations:

· Due to the seasonal nature of the hospitality industry, associates may be required to work varying schedules to reflect the hotel's business needs. This includes nights, weekends, and/or holidays. Regular attendance in conformance with the standards is essential to the successful performance of this position. Irregular attendance may be subject to disciplinary action up to and including severing employment.

· To ensure a safe and healthy working environment, all associates are required to comply with health and safety standards, regulations, and procedures and take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties; training will be provided.

Qualifications:

· High school diploma or GED preferred; or

· Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities necessary to perform the job functions.

· 1-year experience as a Guest Services Agent required; hotel experience preferred.

· CPR Certification required, Frist Aide training, and AED Certification preferred.

· Given that our guests visit our hotels from all regions of the world, additional/multilingual ability is preferred to provide a personalized experience to our guests.

The Tremont House is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplements are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp\_formattedESQA508c.pdf)

Job Type: Part-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Employee discount
• Food provided
• Free parking

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Work Location: In person

Salary : $16