Guest Service Agent - The Langham, Boston

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will be working with Front Office team to drive for service excellence and the overall success of The Langham, Boston, by delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times while in alignment with the culture and values of Langham Hospitality Group. 

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 list and 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 preferred 
• 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/