About the Lloyd:
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.
Role Summary:
The Guest Service Agent is responsible for delivering a welcoming, efficient, and professional guest experience from arrival through departure. This role supports daily hotel operations by processing reservations, check-ins, check-outs, guest requests, payments, reports, and service communications while maintaining company standards, safeguarding hotel assets, and collaborating with other departments to ensure guest needs are met.
Role Responsibilities:
- Responsible for the 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.
- Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures.
- Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay.
- Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards.
- Ensuring your uniform, personal appearance, and communications are professional.
- Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
- Creates reservations and processes special requests.
- Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
- Works as a team player in meeting guests' needs.
- Provides gracious and efficient telephone services.
- Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
- Meeting Space Checklist
- Prepares for daily arrivals and creates room keys for incoming guests.
- Accepts and provides wake up calls for guests.
- Collaborates effectively with other service departments to effectively manage guest services.
- Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
- Processes customer credit at check-in/out in accordance with hotel policy
- Communicate and answer inquiries from guests regarding booking, 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 then assign rooms, accommodating guest’s special requests whenever possible.
- Verify the guest's method of payment and follows established credit-checking procedures.
- Follow all cash handling and credit card authorization policies.
- Be aware of all rates, packages, and special promotions.
- 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.
- Always use proper two-way radio etiquette when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Role Requirements:
- 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 request in a timely manner.
- Ability to work 7am – 3pm and 3pm – 11pm shifts including weekends and holiday with overnight availability as needed.
Benefits:
Part-time employees are eligible to accrue paid sick leave in accordance with applicable state law and company policy.
RMS is an Affirmative Action/Equal Opportunity Employer
