Guest Service Agent

Wurzak Hotel Group is looking for an experienced Guest Service Agent to support the Guest Service Department at our gorgeous property, HOME2 Suites Philadelphia Convention Center.  The Guest Service Agent greets guests, processes check-ins and checkouts, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.

We are looking for someone with personality, experience, and drive to contribute to the continued success of this luxury property.

General

• Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.


• Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.


• Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.


• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.


• Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.


• Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.


• On time and at work when scheduled and in proper uniform.


• Perform special projects and other responsibilities as assigned.


• Participate in task forces and committees as requested.


• Consistent professional and positive attitude and actions when communicating with guests and associates.


• Ensure maintenance problems are promptly reported through proper channels.


• Comply with all company policies and procedures.


• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.


• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.


• Check with manager/supervisor before leaving work area for any reason.


• On time and at work when scheduled, and in proper uniform.


• Attend department meetings as scheduled.


• Respond to guest requests, concerns and problems to ensure guest satisfaction.


• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.


• Any other tasks/duties as requested by management.

Education and Experience:

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

• High school education or equivalent experience.


• One to two years of customer contact experience.


• Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

Our Perks

• Competitive Salary


• Paid Time Off


• Medical, Dental, Vision health insurance


• Robust supplemental insurance for Life, AD&D, Pets, legal and more


• Wellness programs for mental, physical, and financial wellness


• Hotel and travel discounts


• Generous retirement/401k benefits


• Education and professional development

Who we are:

Wurzak Hotel Group (WHG) is a Philadelphia-based owner, developer, and operator of premium branded full-service, extended stay, and focus service hotels.  WHG’s core expertise is its unique ability to develop and operate hotels and food and beverage outlets in an entrepreneurial manner maximizing returns on the investment and developing long-term relationships with our guests.  

WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details, and uncompromised guest satisfaction.  Wurzak Hotel Group has a proven record of accomplishment of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region’s top hospitality companies.  

WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination based on someone’s race, gender, disability, or any other basis protected under federal, state, or local laws.

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