Guest Service Agent
About the job
- Previous customer service experience or equivalent training is required.
- The ability to work varying schedules, including holidays, weekends, and alternate shifts, is required.
- The role requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.
- Greet, register, and service guests according to hotel, brand, and sustainability standards.
- Immediately greet guests and offer assistance with their needs.
- Register and assign guests to hotel rooms.
- Establish methods of payment and verify credit.
- Make and confirm reservations.
- Compute bills, collect payments, and make change for guests.
- Transmit and receive messages using telephones or the property management system.
- Respond to guest requests in a timely manner.
- Receive and resolve guest complaints, escalating them to a supervisor when necessary.
- Secure guests' valuables in the hotel safe or safe-deposit boxes when in-room storage is unavailable.
- Perform bookkeeping activities, including balancing accounts and conducting audits.
- Monitor guest satisfaction scores and work to increase departmental and overall guest satisfaction.
- Practice safe work habits, wear protective safety equipment, and follow material safety data sheet and Occupational Safety and Health Administration standards.
- Assist in the breakfast area or with guest luggage when staffing assistance is required or during peak periods.
- Ensure overall guest satisfaction.
- Perform other duties as requested by management.
- A high school diploma or equivalent is preferred.
- Knowledge of property management systems is preferred.
About the company
HHM Hospitality Management (HHM) runs and oversees hotels for owners and investors across the United States. It provides hotel management and investment services, handling day-to-day operations, sales, marketing, and financial performance to improve profitability. The main product is the management of hotel properties on behalf of owners, with revenue coming from management fees, shared incentives based on performance, and returns from investments. HHM differentiates itself through deep industry experience, a strong leadership team, and a broad U.S. portfolio that serves both business and leisure travelers, plus a commitment to community engagement and sustainability. The company’s goal is to help property owners maximize efficiency and profitability while delivering quality guest experiences and contributing to local communities.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Philadelphia, Pennsylvania
Founded
2006
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Simplify's Take
What believers are saying
- HHM added over a dozen third-party management deals in early 2026.
- January 23, 2026 hires in investments and business development signal aggressive expansion.
- June 1, 2026 promotions of Tuli and Elhachem strengthen capital and operating execution.
What critics are saying
- KSL bought Hersha in November 2023, reducing HHM's strategic control over core assets.
- HHM's growth depends on owner contracts; one lost mandate can cut fee revenue quickly.
- Luxury and lifestyle hotels face demand shocks; a 2026 downturn would pressure fee growth.
What makes Hersha Hospitality Management unique
- HHM manages 240 hotels, spanning Marriott, Hilton, Hyatt, IHG, and Echelon.
- Echelon serves 50-plus independent luxury properties, including The Rittenhouse and The Joule.
- HHM integrated Wurzak on August 11, 2026, expanding scale in Philadelphia and South Florida.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Time Off
- 401(k) Company Match
- Free Basic Life Insurance
- Employee Assistance and Wellness Program
- Educational/Professional Development
- Travel Discounts
- Commuter Benefits