Guest Service Agent

About Us

Working at the Fairfield Inn and Suites by Marriott Canton offers numerous benefits, including professional growth within the globally recognized Marriott brand, access to comprehensive training, and career development opportunities. Associates enjoy a supportive, team-oriented work environment. Voted the #1 Hotel on TripAdvisor and a 2023 Marriott Gold Circle Award Winner, Fairfield Inn & Suites by Marriott Canton offers a quieter work environment just outside the city limits, directly off I-77. We provide exceptional guest service in a friendly atmosphere.

Located a short distance from Downtown Canton and seven miles from North Canton, our hotel is close to attractions such as the Pro Football Hall of Fame, the National First Ladies Library, and Amish Country, as well as major employers such as Timken, Marathon, and Freshmark.

Why This Role?

Working as a Full-Time Guest Service Agent, Front Desk Clerk, or Front Desk Agent at the Fairfield Inn and Suites by Marriott in Canton, Ohio, offers a rewarding opportunity to join a dynamic hospitality team. The position 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. With the hotel’s convenient location near the airport, you will interact with a diverse range of travelers, from business professionals to vacationing families, providing a chance to build strong communication and problem-solving skills.

Benefits

• NEXT DAY PAY
• Vacation, Personal Days, and Holiday Pay
• Exclusive discounts on hotel stays, food, and beverage for personal travel
• Professional growth through online training courses
• Employee Assistance Program
• Jury duty leave
• Bereavement leave

Responsibilities

• Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Following 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).
• 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.
• Hospitality or front desk experience (preferred).
• 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.

About the Employer

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.

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