Guest Service Agent- Canopy Downton Boston

Join Our Front Office Team

Create memorable arrivals, lead with confidence, and help our team deliver the warm, locally inspired service Canopy Downton Boston is known for. This position performs front desk and communications functions, processes guest accounts accurately, responds to requests and concerns, and supports a smooth arrival-through-departure experience. The successful candidate demonstrates professionalism, empathy, attention to detail, sound judgment, and comfort working in a fast-paced hotel environment.

What You'll Do

• Welcome guests promptly and provide courteous, inclusive, and attentive service consistent with Canopy Boston Downtown and Hilton standards.
• Complete check-in and checkout, confirm reservations and rates, assign rooms, issue electronic keys, explain hotel services, obtain payment, and close guest accounts accurately.
• Verify third-party reservations, comments, special requests, payment instructions, direct-bill arrangements, and supporting documentation before or during the guest stay.
• Authorize credit cards; handle cash, change, vouchers, adjustments, and an assigned bank; post charges and maintain accurate transaction records.
• Respond to guest questions, service requests, complaints, and unusual situations promptly and discreetly; research issues, provide appropriate solutions within authority, and escalate when needed.
• Recognize returning and VIP guests, note preferences and special occasions, coordinate amenities and requests, and protect guest privacy.
• Answer internal and external calls professionally; record and communicate messages; schedule wake-up calls; transfer calls; and assist with mail, packages, and other communications.
• Use the property-management system, telephone system, radio, HOTSOS or current service-request platform, and other hotel technology accurately and securely.
• Complete shift checklists, daily reports, call and service-request logs, account documentation, and required handoff communication between shifts.
• Maintain an orderly, clean, and properly stocked front desk, lobby information area, and business center; report maintenance, cleanliness, safety, and supply concerns.
• Provide accurate information about hotel services, facilities, events, pricing, policies, transportation, and Boston-area attractions; assist with reasonable reservations and directions.
• Promote hotel services and revenue opportunities appropriately while prioritizing guest needs and truthful, helpful communication.
• Follow emergency, safety, security, cash-handling, privacy, data-protection, and key-control procedures; immediately report concerns through the appropriate channel
• Support Front Office colleagues and collaborate with Housekeeping, Engineering, Security, Food and Beverage, Sales, Revenue Management, and other departments to resolve guest needs.
• Perform other related duties and supportive functions based on operational needs, training, and direction from hotel management. SERVICE IN ACTION
  - Bring warmth, sound judgment, and attentive follow-through to every guest interaction.

What We're Looking For

• High school diploma or equivalent preferred, or an equivalent combination of education and relevant experience.
• At least six months of customer-service experience required; hotel front desk, cash-handling, Hilton, PBX, or guest-services experience preferred.
• Warm, professional communication, active listening, organization, problem-solving, sound judgment, basic arithmetic, and attention to detail.
• Ability to learn property-management, payment, telephone, radio, service-request, email, and office systems.
• Ability to remain composed, productive, and accurate in a high-volume environment and during emergencies.
• First Aid and CPR certification, or ability to obtain it within the required timeframe. Additional language ability is a plus.

Schedule

Hospitality is a 24/7 business. This position requires regular and reliable attendance and flexibility to work varied shifts based on business needs, including early mornings, evenings, overnights, weekends, holidays, and overtime as permitted by law.

Physical & Work Requirements

• Essential functions must be performed with or without reasonable accommodation:
• Stand and/or walk for prolonged periods, typically 6-8 hours during an 8-hour shift; sit intermittently for administrative duties.
• Lift and lower up to 30 pounds frequently and up to 120 pounds occasionally, using assistance or appropriate equipment when needed.
• Carry up to 30 pounds for short distances frequently and up to 120 pounds occasionally.
• Push or pull up to 120 pounds of force occasionally, including luggage, bell carts, supply carts, doors, and movable equipment.
• Occasionally bend, stoop, crouch, kneel, squat, twist, climb stairs, and reach at, above, and below shoulder level.
• Frequently use hands and fingers; read screens and printed materials; hear guests, phones, radios, and alarms; and communicate clearly.
• Work primarily indoors in areas that may be crowded, confined, noisy, high-activity, or subject to…