Job Openings

Guest Service Agent Providence The Dean Hotel

General Job Requirements:

Guest Services Agent (GSA) performs tasks of organizing and managing each guests stay through a combination of reservations management and concierge services. They are undeniably committed to providing guests with a positive stay by ensuring that they are assigned to a room which meets their needs. A successful GSA will be mindful of their contribution to an overall clean and positive atmosphere in the hotel. A GSA should also be able to display a polite, helpful and available demeanor towards guests, always providing assistance or information as necessary.

Daily Duties include:

  • Provides friendly customer service to all guests and coworkers.
  • All employees are required to greet each guest they encounter.
  • Represents the hotel to the guest throughout all stages of the guest’s hotel experience including: reservations, check-in, in- house stay, checkout and any follow up communications.
  • Answers multiline telephone and directs calls per approved method.
  • Accurately completes reservations and inputs in to computer system per hotel policies.
  • Registers guests and assigns rooms per hotel policies.
  • Accommodates special requests of guests whenever possible.
  • Thoroughly understands and adheres to guest payment policies, credit card processing, cash handling, check cashing and direct billing.
  • Understands room status and room status tracking.
  • Knows room locations, types of rooms available and room rates.
  • Uses suggestive selling techniques to sell rooms and to promote other services in the hotel.
  • Coordinates room status updates with the housekeeping staff by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests and day use rooms.
  • Knows cancellation, no-show and walk policies.
  • Can make electronic room keys.
  • Knows use of front office equipment.
  • Processes guest checkouts.
  • Uses proper mail, package and message handling procedures.
  • Reads and initials front desk log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
  • Attends hotel department meetings.
  • Coordinates guest room maintenance work with the maintenance department.
  • Reports unusual occurrences or requests to the general manager and / or manager on duty.
  • Knows all safety and emergency procedures. Is aware of accident prevention policies.
  • Maintains guest confidentiality per Right to Privacy Act.
  • Maintains guest’s safety and security per hotel policies, including staying up to date with check in policies for AHLACovid- 19* guidelines that may be subject to change daily (temperature check, compliance form distribution, ensure face masks are worn), identifying states that are required to self quarantine upon arrival
  • Assists in maintaining cleanliness of public space including the lobby, glass, and general area front desk area that meets AHLA Covid- 19* guidelines and standards
  • Assists guests with special requests (driving directions, area attractions, ordering services etc) and delivery of guest requested items (irons, additional towels / amenity products).
  • Perform light maintenance in guest rooms / public space (changing light bulbs, unclogging toilets etc.)

A successful candidate applying for this position will have and display a friendly and proactive attitude. Guest Service Agents must be great team players, committed to the safety, security and comfort of all guests and hotel patrons.

Job Types: Full-time, Part-time

Education Requirements:
High school diploma or equivalent

Paid time offs, sick hours, and vacation time. Overtime and holiday pay.

To Apply:
Email resume to:
By Mail or in person at: 122 Fountain Street