Guest Service Agent

About the Role

The Goodwin Hotel, located in downtown Hartford, is a historic luxury boutique hotel blending timeless architecture with modern hospitality. Team members are empowered to deliver warm, authentic service in an elegant, fast-paced environment where professionalism, teamwork, and attention to detail are valued.

Responsibilities

• Prompt, efficient, and courteous check-in and check-out of guests.
• Efficient communication with team members, vendors, and guests.
• Maintain a welcoming attitude and respond to all service questions and requests.
• Safeguard the hotel’s guests and assets by following established policies and procedures.
• Collect payment for services rendered during a guest’s stay and meet guests’ needs.
• Follow company policies, maintain confidentiality, protect company assets, and uphold quality standards.
• Ensure professional uniform, personal appearance, and communications.
• Process check-ins and check-outs in a friendly, efficient, and courteous manner.
• Create reservations and process special requests.
• Assist guests with knowledge of hotel property, local attractions, and hours of operation.
• Work as a team player to meet guests' needs.
• Provide gracious and efficient telephone services, responding to calls and emails promptly.
• Complete all tasks on the shift checklist, including:
  • Meeting Space Checklist
  • Rooftop Checklist (when in season)
  • EOS Siena Restaurant Log (if the email is sent during their shift)
  • Guest complaint log (if any)
• Prepare for daily arrivals and create room keys for incoming guests.
• Accept and provide wake-up calls for guests.
• Collaborate with other service departments to manage guest services effectively.
• Resolve guest problems by listening, apologizing with empathy, and directing complaints to the proper supervisor.
• Process customer credit at check-in/out in accordance with hotel policy.
• Answer inquiries from guests regarding bookings, hotel/local amenities, restaurants, transportation, and entertainment.
• Determine a guest's reservation status and identify the length of their stay.
• Help guests complete registration cards and assign rooms, accommodating special requests when possible.
• Verify the guest's method of payment and follow credit-checking procedures.
• Follow all cash handling and credit card authorization policies.
• Be aware of all rates, packages, and special promotions.
• Be familiar with BEO/GEO reports and all in-house groups and meetings.
• Ensure meeting rooms are set up and broken down accordingly.
• Be aware of closed-out and restricted dates.
• Obtain necessary information when taking room reservations and follow rate-quoting scenarios.
• Have knowledge of emergency procedures and aid as needed.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate all relevant aspects of the Front Desk computer system.
• Complete front desk reports and housekeeping reports, including:
  • Unbalanced Folios - Daily
  • Exceeded Credit Limit - Daily
  • Siena Restaurant Room Charge Log – Daily
  • Guest Complaint Log – When needed
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes and requests.
• Communicate with Maintenance and Management when something is out of order and create Maintenance slip requests in a timely manner.

Requirements

• Ability to work 7am – 3pm and 3pm – 11pm shifts; weekends are required.