Guest Service Agent
Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for exceptional guest and associate satisfaction, market premiums, and superior ROI. We foster a world-class culture where great people deliver extraordinary results.
About Us
Working at the Hilton Garden Inn Gulfport Airport, Alabama offers numerous benefits, including professional growth within the globally recognized Hilton brand, access to comprehensive training, and career development opportunities. Associates enjoy competitive wages, benefits like health insurance and discounted hotel stays, and a supportive, team-oriented work environment.
Hilton Garden Inn Gulfport Airport is a beautiful and unique setting on the eastern shore of Mobile Bay, where you can take pride in offering guests stunning sunset views every day. We’ve won the 'Loved by Guests' award from Expedia four years in a row. Whether you are helping guests enjoy their complimentary breakfast with breathtaking Bay views or ensuring their stay is unforgettable, you will be part of a property that values both beauty and quality.
Why This Role?
Working as a Part-Time Hotel Guest Service Agent at Hilton Garden Inn Gulfport Airport offers the chance to be part of a dynamic, energetic team in a lively environment. The hotel values its staff, recognizing excellence, and providing opportunities for growth. You will enjoy working in a vibrant atmosphere with diverse guests and a welcoming, creative culture. It is a great place to thrive professionally while contributing to an engaging guest experience.
What’s In It for You?
- Exclusive discounts on hotel stays, food, and beverages for personal travel
- Professional growth through online training courses
- Additional support including an Employee Assistance Program, jury duty leave, and bereavement leave
Responsibilities
- Assist guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience
- Handle room reservations, cancellations, and modifications accurately while maintaining up-to-date records
- Respond promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations
- Process payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies
- Coordinate with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly
- Provide information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans
- Resolve guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction
- Maintain accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS)
- Upsell rooms and promote hotel amenities, such as dining options or event spaces, to enhance the guest experience
- Follow safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity
Requirements
- Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is preferred
- Strong interpersonal skills and a focus on delivering exceptional service
- Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
- Strong verbal and written communication skills for interacting with guests and team members professionally and clearly
- Experience handling guest complaints or resolving conflicts in a calm and effective manner
- Ability to manage multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously
- Hospitality or front desk experience is preferred
- A high school diploma or equivalent
- Flexibility to work irregular hours, including evenings, weekends, and holidays
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