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Guest Services Representative

2 months ago

Boston Massachusetts, United States Sage Hospitality Full time

Why Choose Us:
At Sage Hospitality, we pride ourselves on our commitment to exceptional guest experiences.

Our philosophy centers around understanding each guest's unique needs, allowing us to provide personalized service that goes beyond the ordinary.

Our team is empowered to deliver authentic hospitality, ensuring that every interaction is memorable and meaningful.


With beautifully designed accommodations and stunning views, our property reflects the vibrant spirit of the city.

As a vital member of the Front Office Team, you will be the welcoming face of our establishment, sharing your enthusiasm for the local area and its attractions. We value attention to detail and take pride in being outstanding hosts to guests from all walks of life.

We are a collaborative team that cherishes the experiences we create for our guests and the camaraderie we build among ourselves.


Employee Benefits:
Discounts at Sage Hotels & Restaurants nationwide

Comprehensive Medical, Vision, & Dental Coverage

Prime Downtown Location with easy access to public transport

Complimentary Meals during shifts

Perq Program with MBTA

At Sage, we foster a culture of inclusivity. Our team members bring creativity and passion to their roles, crafting unforgettable experiences and taking pride in their communities. We set the bar high in the hospitality industry.

Position Overview:


Provide professional and courteous service to guests upon arrival, departure, and throughout their stay by delivering accurate information and assistance.

Address inquiries via phone and in-person regarding reservations, hotel amenities, and guest concerns.

This is a full-time role, requiring availability on weekends and evenings.

This position is part of a union with Local26 Unite Here hospitality Union.

Key Responsibilities:


Welcome guests and execute check-in procedures daily, utilizing both manual and computerized systems to ensure guest satisfaction and room assignments.


Facilitate guest check-out processes by adhering to established procedures, ensuring accurate account closure and room availability for new guests.


Accurately manage financial transactions, including posting charges and maintaining precise hotel records for guest accounts.


Respond to inquiries and accept reservations, both in person and over the phone, by effectively communicating hotel rates and utilizing suggestive selling techniques to enhance occupancy and revenue.


Maintain excellent customer relations by staying informed about in-house events and local attractions, providing timely and knowledgeable responses to guest inquiries.


Operate PBX equipment to manage incoming and outgoing calls, assist with wake-up calls, and page guests to ensure efficient service.


Handle cash transactions responsibly at the front desk, adhering to hotel banking policies and maintaining accountability for personal cash drawers.

Exhibit a friendly, cheerful, and courteous demeanor at all times.

Qualifications:
Education/Training

High School diploma or equivalent

Experience

No prior experience required

Knowledge/Skills


Must possess basic mathematical skills, understand standard cash handling procedures, and be familiar with computerized cash register systems.

Experience in customer service and a general understanding of hospitality principles are preferred.

Fluency in English, both written and verbal, is essential.


Ability to handle customer service challenges with tact and understanding, especially in high-pressure situations.


Strong organizational skills and attention to detail are crucial, particularly when managing multiple tasks simultaneously.

Physical Requirements


The physical demands outlined here are representative of those that must be met by an associate to successfully perform the essential functions of this role.

Reasonable accommodations may be made for individuals with disabilities.

Ability to read written communications and operate a computer and telephone.

Must be capable of following verbal and written instructions, multitasking, and communicating effectively.

Most of the shift involves standing, with frequent bending and kneeling required for filing tasks.


Mobility is necessary to assist guests throughout the hotel.

Occasional lifting and carrying of items up to 25 lbs may be required.

Work environment includes prolonged standing in a climate-controlled setting with fluorescent lighting.