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Guest Service Agent

Posted May 5, 2021

Freepoint Hotel
Cambridge, MA
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About This Job

Overview

Opportunity:  Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. 

Potential Career Path

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

Position Requirements

  • Immediately greet guest and offer to assist with their needs.
  • Register and assign guests to hotel rooms.
  • Establish method of payment and verify credit.
  • Make and confirm reservations.
  • Compute bills, collect payments, and make change for guests.
  • Transmit and receive messages, using telephones or PMS system.
  • Respond to guest requests in a timely manner.
  • Receive and resolve guest complaints, elevating to supervisor if necessary. 
  • Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
  • Perform bookkeeping activities, such as balancing accounts and conducting audits.
  • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. 
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
  • Ensure overall guest satisfaction.
  • Perform other duties as requested by management.

Experience

  • High School diploma or equivalent preferred.
  • Previous customer service experience or equivalent training required.
  • Knowledge of PMS systems preferred.

Work Environment and Context

  • Work schedule varies and may include working on holidays, weekends and alternate shifts.
  • Requires standingfor extended periods, walking, pushing, lifting up to 25pounds, bending andreaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM 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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About this Employer

Freepoint Hotel

220 Alewife Brook Parkway
Cambridge, MA 02138

(617) 491-8000

121 Room Hotel

www.freepointhotel.com

Our Hotel

As one of the nation’s smartest cities, there is a lot to discover and unpack in Cambridge. Freepoint Hotel is a great place from which to explore this city—the fifth largest in Massachusetts and a short train ride away from Downtown Boston, Belmont, and Somerville.

Located a short walk (or free shuttle ride) away from the Alewife Train Station, Cambridge and Boston are at a visitor's fingertips at Freepoint Hotel. From the Red Line it’s easy to explore nearby Davis Square, Harvard Square, Kendall Square and Downtown Boston. There are a host of great restaurants, some great shops, and a few great museums in Cambridge. There are even some Universities people may have heard a thing or two about.

Some of Cambridge’s best food and drink is right in Freepoint Hotel at Freepoint Kitchen & Cocktails by Matthew Gaudet. Our esteemed Chef is well-known in Cambridge as he was the Chef Owner of the beloved Cambridge restaurant West Bridge. The food and drink menus both emphasize local ingredients. Our bar is best known for its specialty Manhattan Menu, which features 8 variations on this classic cocktail. 

At Freepoint Hotel, guests will enjoy newly renovated and smartly designed guestrooms with deluxe amenities such as superfast complimentary Wi-Fi and hair products by Living Proof, an innovative local company. They will also have access to our brand new, well-equipped fitness room as well as access to our daily shuttle which will take them anywhere in a two-mile radius.