Guest Service Agent
About the role
The Full-Time Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Desk Agent at the Courtyard by Marriott Houston Rice University offers a rewarding opportunity to be part of a dynamic hospitality team. The role allows you to be at the forefront of delivering exceptional service, ensuring guests have a seamless and enjoyable experience from check-in to check-out.
Why This Role?
Working as a Full-Time Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Desk Agent at the Courtyard by Marriott Houston Rice University offers a rewarding opportunity to be part of a dynamic hospitality team. The Full-Time Hotel Guest Service Agent, Front Desk Clerk, or Front Desk Agent allows you to be at the forefront of delivering exceptional service, ensuring guests have a seamless and enjoyable experience.
Key Responsibilities
- Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
- Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
- Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
- Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
- Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
- Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
- Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
- Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
- Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
- Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.
What’s In It for You?
- Financial Perks: SAME DAY PAY Time Off: Vacation, Personal Days, and Holiday Pay Exclusive Discounts: Hotel, food, and beverage savings for personal travel Professional Growth: Online training courses Additional Support: Employee Assistance Program
Qualifications
- Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred.
- Strong interpersonal skills and a focus on delivering exceptional service are essential.
- Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
- Strong verbal and written communication skills are essential for interacting with guests and team members professionally and clearly.
- Experience handling guest complaints or resolving conflicts calmly and effectively is an asset.
- Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the job's demands.
- Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.
- A high school diploma or equivalent
- Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.
Commonwealth Hotels
Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.
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