Guest Service Agent

The Guest Service Agent supports smooth front desk operations by welcoming guests, completing check-in and reservation tasks, and providing courteous service in line with hotel/brand and sustainability standards. This onsite role in Groton, CT focuses on timely assistance and overall guest satisfaction.

Key Responsibilities

• Greet guests immediately and offer assistance based on their needs.
• Register guests and assign accommodations for room stays.
• Set up payment methods, verify credit, and support smooth transaction processing.
• Create and confirm reservations as requested by guests.
• Compute bills, collect payments, and provide change when applicable.
• Send and receive messages using telephones or the PMS system.
• Respond to guest requests in a timely manner to maintain service standards.
• Receive and address guest complaints; escalate to a supervisor when necessary.
• Secure guests’ valuables in the hotel safe or safe-deposit boxes when items are not available in guest rooms.
• Complete bookkeeping tasks, including balancing accounts and conducting audits.
• Monitor guest satisfaction scores and work toward improving departmental and overall guest satisfaction.
• Follow safe work habits, wear protective safety equipment, and comply with MSDS and OSHA standards.
• Assist in the breakfast area or help guests with luggage when additional staffing support is required or during peak periods.
• Support overall guest satisfaction and perform additional duties as requested by management.

Requirements

• Education: High school diploma or equivalent (preferred).
• Experience: Previous customer service experience or equivalent training required.
• Systems: Knowledge of PMS systems preferred.

Technologies Used

• PMS system
• Telephones

Schedule and Physical Requirements

The work schedule varies and may include holidays, weekends, and alternate shifts. The role requires standing for extended periods, walking, pushing, and lifting up to 25 pounds. The position also involves bending and reaching, as well as stooping, kneeling, or crouching.

Compensation and Benefits

Salary: USD 18 per hourly. Mystic Marriott Hotel & Spa offers competitive wages for full time and part time opportunities, along with:

• Medical, Dental, and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

Growth Path

• Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager