Guest Service Agent

Stonebridge is a reputable hospitality company dedicated to providing exceptional guest services across its portfolio of hotels. Renowned for its commitment to quality and customer satisfaction, Stonebridge offers a dynamic and inclusive work environment where employees are encouraged to grow and excel in their careers. With a focus on creating memorable experiences for every guest, Stonebridge maintains high standards of professionalism and teamwork, ensuring each property operates smoothly and efficiently. The company’s dedication to equal employment opportunity reflects its values of diversity, respect, and fairness, making it a preferred employer in the hospitality industry.

The role of Guest Service Agent at Stonebridge is central to the guest experience and involves serving as the primary contact for guests throughout their stay. Located in Boston, Massachusetts, this position requires the individual to effectively and efficiently manage the check-in and check-out processes while maintaining exceptional guest service. As a frontline ambassador, the Guest Service Agent must operate the front desk according to standard operating procedures with accuracy, including managing reservation, credit card, and checkout systems while adhering to safety and security standards.

This role demands excellent communication and interpersonal skills, as well as a thorough knowledge of hotel promotions, room rates, and amenities. The agent must be familiar with the hotel's physical layout and local amenities to assist guests effectively. Responsibilities also include handling phone calls promptly, managing cash drawer balancing, taking and confirming reservations accurately, and providing solutions to guest complaints. The role involves maintaining cleanliness and organization in the lobby and office area and coordinating with housekeeping by preparing room status sheets to ensure rooms are ready for incoming guests.

Successful candidates exhibit competencies such as high work quality, productivity, customer service excellence, initiative, and accountability. They are expected to perform duties with minimal supervision and uphold the company’s standards for personal appearance and professionalism. Education requirements include at least a one-year certificate from a college or technical school or equivalent related experience. Fluency in English and the ability to operate POS systems and basic computer functions are essential.

Stonebridge promotes a safe and supportive work environment with accommodations for individuals with disabilities. The physical demands involve standing for the majority of the shift, some walking, occasional sitting, and the ability to lift up to 15 pounds and push or pull up to 10 pounds. Benefits include comprehensive medical, dental, and vision insurance, paid time off, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks. This role offers a meaningful opportunity to join a respected company known for quality hospitality services and to develop a rewarding career in the hotel industry.