Guest Service Agent

About Us

The Study at Yale, the first property of the Study Hotels brand, is a sophisticated yet relaxed 124-room hotel located in the heart of Yale University’s vibrant Arts Campus in New Haven, Connecticut—just steps away from the University’s museums, theaters, libraries, and cultural centers. The Study captures the essence of Yale and offers guests a level of personalized service, style, and comfort unparalleled in the New Haven area. Literature, art, music, and thoughtful design are central themes, evident throughout our inspired spaces.

About the Role

The Study at Yale is seeking a Guest Service Agent to provide genuine hospitality and the highest quality of service to our guests. This position organizes, confirms, processes, and conducts guest check-ins and check-outs, room reservations, requests, and inquiries. Under the direction of the Front Office Manager, the Guest Service Agent is responsible for the daily operation of the Front Desk and Living Room. Our caring and attentive associates reinforce our principal belief that guest service is our highest priority.

Responsibilities

• Provide the highest and most efficient level of hospitality and customer service expected by our guests.
• Complete the guest check-in and check-out processes, including assigning guests their rooms and facilitating payment.
• Maintain room inventory of vacancies, reservations, and assignments.
• Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information. Use suggestive selling techniques to sell room nights, increasing occupancy and revenue.
• Coordinate with all hotel departments to manage guest requests and answer general guest inquiries about the hotel and the surrounding area.
• Attend to guests' needs and requests, including setting up and scheduling wake-up calls and outgoing taxis, making restaurant recommendations, and resolving billing issues and complaints.
• Regularly calculate and post charges, receipts, cash payments, and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Provide assistance to other team members to contribute to the best overall performance of the department and the hotel.
• Perform in accordance with the company handbook regarding policies, procedures, and regulations.
• Ensure total awareness of in-house VIPs.
• Maintain a safe and clean work environment.

Requirements

• High school diploma or general education degree (GED).
• 1 year of experience within a customer-facing role.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Intermediate computer skills with working knowledge of Microsoft Outlook, Word, and Excel.
• Flexibility to work any shift, including evenings, weekends, and holidays.
• Excellent verbal and written interpersonal communication skills.
• Proficiency in English required; a second language is desirable.
• Strong organizational skills, including follow-up, time management, and multitasking, and managing multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments.
• Ability to grasp, lift, and/or carry, or otherwise move goods weighing a maximum of 50 lbs.
• Ability to stand for long periods of time in an indoor setting with a thematically climate-controlled workstation.

Benefits

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays.