Guest Service Agent
The Langham Boston
250 Franklin Street
Boston,
MA
02110
Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts and Cordis Hotels and Resorts brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.
Key Responsibilities:
- Ensure the highest level of sincere service delivery leading to memorable guest stay by following all Forbes, Leading Quality and Langham Brand standards and Front desk/Langham Touch procedures in person and on the phone, and keep the Rooms Division colleagues and leaders informed
- Follow all The Langham, Boston and departmental procedures and ensure to complete all tasks with appropriate follow through (i.e. Email Pass on, Check listand Pending guest service challenges, daily Auditor inspection) on every shift
- Have proficient skills and knowledge of Opera PMS for all aspects of Front desk and Langham Touch areas in order to exceed guest’s expectations and to perform sound day-to-day operations of the departments
- Check-in and Check-out of guests in an efficient and timely manner – including assigning room numbers, issuing keys, obtaining proper method of payment, etc.
- Complete all tasks on the check lists in a timely manner and follow through with appropriate colleagues and departments while making sufficient notes for records
- Cashier responsibilities include but are not limited to : making change, foreign currency exchange, obtaining appropriate method of payment, establishing correct payment method when necessary, ensuring guest accounts are in good standing and following up if necessary
- Resolve any guest challenges, recording information and report/communicate accordingly to Supervisor/Manager
- Support and fill in as necessary to other Front office area such as Guest relations and Concierge
- Monitor the Fire Panel at the Langham Touch; report changes to Engineering and Security and document all events
- Operate the telephone console at the Langham touch efficiently and accurately, including: answering all calls while delivering all standards and accessing voice mail features
- Know the hotel well; know the functions of each department; answer questions and offer information to callers, direct calls and respond/facilitate communication within departments
- Maintain an irreproachable presentation, contributing to the image of a Five star luxury property
- Ability to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction
- Must be available variable hours/shifts, including weekends and nights to work at the Front desk
- Additional duties not mentioned above may also be requested by Supervisor/Manager
Qualifications:
- Previous guest service experience in a luxury hotel or luxury brand strongly preferred
- Previous experience in five star standards preferred
- College degree
- CPR certification a plus
- Legally authorized to work in the United States
For more information about the property, please visit:https://www.langhamhotels.com/en/the-langham/boston/
The Langham Boston
OVERVIEW
ROOMS
The Langham, Boston boasts 312 lavish rooms and suites that reflect the luxurious attributes of the Langham brand and the rich past of the building’s history. Each room is tailored with classic touches and deluxe amenities for a timeless, fresh and residential feel that luxury travelers have come to expect from Langham Hotels and Resorts. The guest rooms and suites were recently transformed with the addition of updated spacious bathrooms with walk-in showers, and white marble floors and countertops, a lighter and brighter color palette as a nod to the traditional New England aesthetic. Guests are able to enjoy an elevated experience by upgrading to the Langham Club level, allowing for access to a refined, private club setting offering a wide range of privileges, including food and drink service throughout the day.
DINING
In the heart of downtown Boston, The Langham has introduced two chic new dining concepts - an eclectic dining venue Grana, and a redesigned signature cocktail bar at the lobby level called The Fed. The food and beverage offerings at The Langham equally reflect refined luxury and the innovative culinary scene in Boston.
EVENTS
As part of the Langham culture, The Langham, Boston continues to create memorable events and weddings in function space that is infused with historic flavor along with detailing and accents that refer to this iconic landmark. Recognized for notable awards, the hotel provides an array of extravagant function rooms for your wedding, business or social event, including boardrooms for power meetings and two ballrooms for intimate or lavish elegant affairs. The Langham, Boston will make your event extraordinary with a dedicated team of organizers, innovative culinary creations, and cutting-edge audio visual that will ensure your event is flawless from start to finish.
WELLNESS
The Langham, Boston will offer wellness for your body with our state-of-the-art Fitness Center, heated indoor swimming pool, whirlpool and relaxing saunas. Guests will be able to maintain their fitness regimes while traveling using our Technogym cardio and strength equipment. Guests will have an open invitation to plunge into the refreshing waters of the sparkling indoor lap pool in the charming and intimate pool pavilion.
