Liberty Service Agent

About Us

The Liberty Hotel, a Marriott Luxury Collection Hotel, is rich with history and full of ornate architecture.

A full-service property that is committed to turning moments into memories for our guests.

We strive to offer competitive wages and benefits in comparison with other hotels in Boston.

We foster an incredible service culture with our associates.

We truly believe that by taking great care of our associates, in return, associates will take great care of our guests.

We empower our associates to achieve their fullest potential, to learn and grow with us in an environment that values internal promotion and other growth opportunities.

We are pleased to offer discounted commuter passes, incentive programs, pet insurance, Marriott room discounts for friends and family and many more.

We are seeking self-motivated, people-oriented individuals who value guest services.

We cherish people who are genuinely passionate about the true definition of hospitality.

If this sounds like you, come join our team!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

As a Liberty Services Agent, you will be the voice of The Liberty Hotel, providing exceptional service and support to both internal and external guests.

This role is central to the guest experience, ensuring that every call and mobile chat message is answered promptly, professionally, and with genuine hospitality.

You will manage guest communications through GXP (Salesforce), handle alerts and pre-arrival requests, and contribute to daily operations and team coordination.

You will also play a key role in resolving guest issues on first contact and collaborating with management to track and close service defects.

Essential Duties and Responsibilities


* Answer all incoming calls from internal & external guests, internal departments, and associates with courtesy and efficiency.


* Respond to mobile chat inquiries from guests, providing timely and accurate assistance.


* In-Room Dining order taking via phone.


* Manage GXP (Salesforce) platform for alerts and pre-arrival requests.


* Provide information about hotel services, amenities, and local attractions.


* Ensure first contact resolution by addressing guest concerns effectively and minimizing the need for follow-up.


* Liaise with management to track and close service defects, ensuring timely follow-through and documentation.


* Assist with guest requests including wake-up calls, room service orders, maintenance issues, and concierge referrals.


* Coordinate communication b...