Guest Service Representative

1 week ago

New York, New York, United States Fairfield Inn & Suites by Marriott New York ManhattanDowntown East Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at Fairfield Inn & Suites by Marriott New York Manhattan/Downtown East. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay is comfortable and enjoyable.

Key Responsibilities
  • Register and assign guests to hotel rooms, ensuring a smooth and efficient check-in process.
  • Establish methods of payment and verify credit, ensuring accurate billing and payment processing.
  • Make and confirm reservations, ensuring guest preferences are met.
  • Compute bills, collect payments, and make change for guests, maintaining a high level of accuracy and attention to detail.
  • Transmit and receive messages, using telephones or the PMS system, to ensure effective communication with guests and staff.
  • Respond to guest requests in a timely manner, resolving issues and concerns to ensure guest satisfaction.
  • Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms, maintaining a high level of security and confidentiality.
  • Perform bookkeeping activities, such as balancing accounts and conducting audits, to ensure accurate financial records.
  • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction, maintaining a high level of customer service.
  • Follow sustainability guidelines and practices related to HHMs EarthView program, ensuring a commitment to environmental responsibility.
  • Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards, maintaining a safe and healthy work environment.
  • Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods, ensuring a high level of service and support.
  • Ensure overall guest satisfaction, maintaining a high level of customer service and ensuring a positive guest experience.
Requirements
  • High School diploma or equivalent preferred.
  • Previous customer service experience or equivalent training required.
  • Knowledge of Marriott brand or hotel PMS systems preferred.
Work Environment and Context
  • Work schedule varies and may include working on holidays, weekends, and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, and reaching; stooping, kneeling, or crouching.
About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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