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Guest Services Representative

2 months ago

Cambridge Massachusetts, United States Charles Hotel Full time

Job Overview:


As a Guest Services Representative, you will play a crucial role in welcoming and assisting guests, ensuring they have a memorable experience throughout their stay. Your responsibilities will include registering guests, providing exceptional service, and finalizing guest accounts upon departure.

At The Charles Hotel, you will be surrounded by entrepreneurial colleagues, offering the unique atmosphere of an independent hotel.

As part of our team, you will enjoy:

- Affordable Blue Cross Blue Shield medical insurance starting from $1.16* weekly

- Access to a 401(k) plan with company matching

- Eight paid holidays annually plus an additional personal day

- Travel perks across various brands

- Complimentary meals during shifts

- Free access to our fitness center

- Discounted daily parking at $5

- A $1000 referral bonus

*Rates are subject to change.

Key Responsibilities:

Qualifications:
- High School diploma or equivalent preferred.

- Previous experience in hospitality or a related field is advantageous.

- A positive and enthusiastic demeanor with a commitment to providing outstanding customer service.

- Ability to contribute to a pleasant work environment.

- Familiarity with Opera software is a plus.


Demonstrate strong multitasking abilities, attention to detail, and problem-solving skills to effectively assist both internal and external customers.

Must be capable of clearly conveying information and ideas.

Must be able to quickly and accurately evaluate and choose among different courses of action.

Must thrive in high-pressure situations.

Must be skilled in addressing workplace challenges, including anticipating, preventing, identifying, and resolving issues as necessary.

Must be effective in listening to, understanding, and clarifying concerns raised by guests and team members.

Must possess the ability to work with financial data and perform basic arithmetic functions.

Ability to read, comprehend, and write simple instructions and/or brief correspondence.


Ability to apply logical reasoning to define problems, gather information, establish facts, draw valid conclusions, interpret data, and manage abstract variables in unique situations.

Operational knowledge of Microsoft Office suite is required.


Must be willing and able to work a flexible schedule that may include evenings, nights, weekends, and holidays.

Understanding of hotel products and guest services is essential.

Responsibilities Include:
Approach all interactions with guests and colleagues in a friendly, service-oriented manner.


Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag while on duty (as per brand standards).


Ensure regular attendance in accordance with The Charles Hotel standards, which will vary based on hotel needs.

Adhere to The Charles Hotel policies, standards, and regulations to promote safe and efficient hotel operations.


Greet and welcome all guests at the Front Desk in line with The Charles Hotel standards; maintain a friendly and warm demeanor at all times.

Efficiently handle requests for information, mail, and messages in a courteous manner.

Respond to guest inquiries regarding hotel services, facilities, and operational hours.

Assist guests with inquiries about local restaurants, transportation, entertainment, etc.

Foster good communication and teamwork with fellow associates and other hotel departments.


Stay informed about all rates, packages, and special promotions; be familiar with in-house groups; be aware of closed-out and restricted dates.

Gather all necessary information when processing room reservations and follow the established rate quoting procedures.

Be knowledgeable about The Charles Hotel policies and house rules, as well as hospitality terminology.

Assist in emergency procedures as required.

Efficiently manage check-ins and check-outs with a friendly and courteous approach.

Fully understand and operate all relevant aspects of the Front Desk computer system.

Ensure proper logging and delivery of packages, mail, and messages to guests and meeting rooms as needed.

Utilize proper two-way radio etiquette when communicating with other associates.

Deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members as needed.


Maintain an up-to-date knowledge of all property amenities, special events, local attractions, and activities available around the hotel.

Manage guest registrations, including creating and modifying reservations.

Perform hotel operator and concierge duties.


Provide attentive, courteous, and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy.

Perform any other duties as assigned by management.

Property Overview:
The Charles Hotel embodies the eclectic spirit of Cambridge. An urban oasis, The Charles offers something for everyone visiting the Boston area.

Guests can immerse themselves in academic surroundings by attending lectures at Harvard, enjoy a leisurely stroll along the Charles River, explore downtown Boston, or dine at some of the finest restaurants in the Boston and Cambridge area, including The Charles' own Henrietta's Table.

The Charles is an independent property, providing luxurious accommodations and all the comforts of home. Guest rooms blend New England décor with modern technology.

With 18,000 square feet of indoor and outdoor banquet space, we offer a variety of options for any event.


Conveniently located just minutes from downtown Boston and a range of world-class attractions, The Charles is a AAA Four Diamond Hotel and a proud member of Preferred Hotels and Resorts.


Company Overview:


As the global leader in third-party hotel management, our expanding portfolio includes over 1,550 hotels across all 50 states and 22 countries, featuring top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels.

Our associates worldwide are dedicated to serving our guests and achieving exceptional results, thriving in a culture where everyone is motivated to excel.

Join a world of possibilities with Aimbridge Hospitality.

Benefits:
After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:

- Daily Pay options available (ask your Recruiter for details)

- Medical, Dental, and Vision Coverage

- Short-Term and Long-Term Disability Income

- Term Life and AD&D Insurance

- Paid Time Off

- Employee Assistance Program

- 401k Retirement Plan