Guest Service Agent

TownePlace Suites by Marriott Clarksville, Tennessee is seeking a Part-Time Hotel Guest Service Agent to join our team.

About Us

The Guest Service Agent role at TownePlace Suites Clarksville, TN offers a dynamic opportunity within a well-respected Marriott brand. This position provides the chance to oversee key hotel operations, drive financial performance, and create a positive guest experience in a thriving market.

Responsibilities

• Guest Check-In and Check-Out: Assist guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handle room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Respond promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handle payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinate with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offer information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolve guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keep accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upsell rooms and promote hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: 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 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), is usually required. Training may be provided for specific systems used by the hotel.
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is a valuable asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• 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.
• Flexibility to work weekends and holidays.

Benefits

• Comprehensive Benefits: Medical, Dental, and Vision.
• Financial Perks: 401(k) with company match, same-day pay, and flexible spending accounts.
• 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, jury duty leave, bereavement leave, and more.

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.