Guest Service Agent (Part-Time)

About the Role

The Lloyd Hotel is a boutique lifestyle hotel in downtown Stamford and part of the Tapestry Collection by Hilton. The Lloyd combines contemporary design, elevated amenities, and personalized service for business and leisure travelers. At The Lloyd, every interaction matters. Through genuine service, attention to detail, and a “whatever-you-need” mindset, each team member helps deliver a welcoming and memorable guest experience.

Responsibilities

• Prompt, efficient, and courteous check-in and check-out of guests.
• Ensure efficient communication with team members, vendors, and guests.
• Maintain a welcoming attitude and respond to all service questions and requests.
• Safeguard both the hotel’s guests and its assets by following all established policies and procedures.
• Collect payment for services rendered during a guest stay and meet guests’ needs during their stay.
• Follow company policies and procedures, maintain confidentiality, protect company assets, and uphold quality standards.
• 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 of hotel outlets and services.
• Work as a team player in meeting guests' needs.
• Provide gracious and efficient telephone services, responding to incoming calls and emails promptly and knowledgeably.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner, including:
  • Meeting Space Checklist
  • Rooftop Checklist (when in season)
  • EOS Siena Restaurant Log (if the email is sent within 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 effectively with other service departments to manage guest services.
• 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.
• Communicate and answer inquiries from guests regarding bookings, hotel/local amenities, restaurants, transportation, entertainment, etc.
• Determine a guest's reservation status and identify how long the guest will stay.
• Help guests complete registration cards and assign rooms, accommodating special requests whenever possible.
• Verify the guest's method of payment and follow established 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 all necessary information when taking room reservations and follow the rate-quoting scenario.
• 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, such as:
  • 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 properly create Maintenance slip requests in a timely manner.

Schedule

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