On-call Guest Services Representative

At Seaport Hotel in Boston, MA, the On-call Guest Services Representative helps set the tone for every stay by delivering attentive, responsive support from arrival through departure. This role often becomes the first and last point of contact for guests, representing the hotel with professionalism while coordinating key parts of their experience.

As part of the Guest Services team, you will interact with guests across a range of needs, handle reservations and requests, and step in to resolve problems. The position includes evening and overnight on-call coverage, with an added shift differential for overnight hours.

Key Responsibilities

• Engage with guests across a variety of job functions
• Represent the hotel and serve as the primary first and last impression for guests
• Use empowerment and decision-making to improve the guest experience and create a positive impression
• Anticipate guest needs and deliver service beyond guest expectations
• Report directly to the Guest Services Management team
• Provide a high level of attention to detail with frequent guest contact
• Help guests navigate every aspect of their stay
• Handle check-ins
• Handle reservations
• Handle special requests
• Provide concierge services
• Perform guest problem resolution
• Collaborate with cross-department teams to support a strong guest experience

Required Qualifications

• Flexibility to work evening shifts (3:00 PM to 11:30 PM) and overnight shifts (11:00 PM to 7:30 AM), including weekends
• At least one year of hospitality, guest service, or related experience
• Strong English communication skills
• Passion for creating exceptional guest experiences
• High school diploma or equivalent preferred
• Bachelor’s degree viewed as an added advantage
• Dependable team player who enjoys connecting with people
• Ability to deliver outstanding service and anticipate guest needs
• Ability to adapt quickly to unexpected challenges

Compensation & Benefits

• Hourly pay: USD 33 - 33 per hour
• Additional shift differential: provided for overnight hours