Guest Service Agent

Jamsan Hotel Management is hiring a Guest Service Agent for our Fairfield Inn Woburn/Burlington team in Woburn, MA. This onsite front desk role serves as the first and last point of contact for guests, supporting smooth daily operations while delivering warm, professional service.

Key Responsibilities

• Welcome guests warmly and professionally to create a positive first impression upon arrival.
• Complete accurate and efficient guest check-ins and check-outs using the hotel’s property management system.
• Process reservations, including modifications and cancellations, and manage room assignments and guest requests according to hotel procedures.
• Maintain an attentive presence at the front desk and stay readily available to assist guests.
• Answer hotel phone calls professionally and respond promptly to guest inquiries.
• Share information about hotel amenities and services, along with directions, restaurants, attractions, transportation, and local recommendations.
• Listen to guest requests, take ownership of finding appropriate solutions, and follow up after completing a request or resolving an issue.
• Coordinate with Housekeeping and Maintenance to support prompt handling of rooms and guest needs.
• Monitor room status and communicate effectively with Housekeeping regarding arrivals, departures, and room readiness.
• Respond to guest complaints with professionalism, empathy, and sound judgment.
• Use appropriate discretion when resolving issues, and communicate any exceptions or special arrangements clearly to management and the team.
• Maintain accurate records of guest interactions, room assignments, incidents, payments, and other required information.
• Process payments, deposits, incidental charges, and other transactions accurately.
• Assist with Marriott Bonvoy member requests and recognize guests in line with applicable Marriott standards.
• Keep the front desk and lobby area clean, organized, and professional.
• Complete assigned shift duties, reports, and checklists accurately.
• Communicate important information during shift changes to support continuity of service.
• Follow hotel emergency procedures, safety policies, and security protocols.
• Work collaboratively with Housekeeping, Maintenance, Management, and other departments to support a seamless guest experience.
• Assist with other hotel operational responsibilities as needed.

Required Skills and Qualifications

• Previous experience in hotel front desk, guest service, hospitality, or customer service is preferred.
• Experience with a hotel property management system (PMS), preferably FOSSE or a comparable system, is strongly preferred.
• Prior Marriott or select-service hotel experience is an advantage.
• Strong communication and interpersonal skills to interact professionally with guests and coworkers.
• Excellent phone etiquette and the ability to manage multiple guest requests while maintaining a positive attitude.
• Strong problem-solving skills and the ability to make appropriate decisions within hotel guidelines.
• Ability to remain calm and professional when handling challenging guest situations.
• Attention to detail when handling reservations, payments, guest information, and hotel records.
• Ability to multitask and prioritize in a fast-paced environment.
• Reliable and punctual, with flexibility to work mornings, evenings, weekends, and holidays as scheduled.
• Bilingual or multilingual abilities are a strong advantage when serving a diverse guest population.
• Ability to work independently while contributing positively to the overall hotel team.
• Comfort communicating with management when an exception may be appropriate, ensuring special arrangements are communicated to the team.
• Genuine enjoyment interacting with people and understanding the importance of making guests feel welcomed and valued.
• Takes ownership of the request and follows through.

Technologies

• FOSSE
• Property Management System (PMS)

Schedule and Location

• Work Location: In person
• Location: Woburn, MA (onsite)
• Schedule: Flexible schedule; availability for mornings, evenings, weekends, and holidays as scheduled

Benefits

• Employee discount
• Flexible schedule

Compensation

Pay: $17.50 - $19.00 per hour

Additional Notes

Jamsan Hotel Management emphasizes associate development through training, teamwork, and hands-on experience, with a service culture focused on accountability and genuine hospitality.