Guest Service Agent (Front Desk)-Candlewood Suites – Hattiesburg, MS

Essential Job Functions

• Greet guests warmly and professionally upon arrival
• Perform guest check-in and check-out procedures accurately
• Process reservations, cancellations, and room changes
• Handle guest inquiries, requests, and complaints in a timely and courteous manner
• Operate the property management system (PMS) and maintain accurate guest records
• Process payments, post charges, and balance cash and credit card transactions
• Answer and direct phone calls using proper telephone etiquette
• Communicate effectively with housekeeping and maintenance regarding room status and guest needs
• Maintain a clean, organized, and professional front desk area
• Follow all hotel policies, procedures, and safety standards
• Adhere to brand standards and service expectations at all times
• Auxiliary responsibilities include assisting with overnight audit duties if scheduled (overnight shift)

Guest Experience Responsibilities

• Anticipate guest needs and proactively offer assistance
• Resolve guest concerns with professionalism and empathy
• Promote hotel amenities, local attractions, and services
• Ensure guest satisfaction and encourage repeat business

Qualifications & Requirements

• High school diploma or equivalent required
• Previous hotel front desk or customer service experience preferred
• Strong communication and interpersonal skills
• Ability to multitask and remain calm in a fast-paced environment
• Basic computer skills; experience with hotel PMS systems preferred
• Ability to work flexible schedules including weekends and holidays
• Reliable attendance and punctuality required

Physical Requirements

• Ability to stand for extended periods
• Ability to lift up to 25 lbs occasionally
• Ability to move throughout the property as needed

Core Competencies

• Customer-focused mindset
• Professional appearance and demeanor
• Attention to detail and accuracy
• Teamwork and collaboration
• Problem-solving skills