Guest Services Agent

Commonwealth Hotels · Portland, ME · 1 wk ago

Customer ServiceFull-time

About the role

The Docent’s Collection in Portland's historic Old Port seeks a Full-Time Luxury Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent. This position offers a rewarding opportunity to be part of a dynamic hospitality team, delivering exceptional service and enhancing guest experiences.

Why This Role?

Working as a Full-Time Hotel Guest Service Agent, Hotel Front Desk Agent, or Hotel Front Desk Clerk at The Docent’s Collection – Portland, Maine 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. The hotel’s convenient location near the airport provides a chance to interact with a diverse range of travelers, from business professionals to vacationing families, offering opportunities to build strong communication and problem-solving skills.

What’s In It for You?

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 leaves, bereavement leave, and more

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 We are Looking for

A Luxury Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent should have previous experience in customer-facing roles, such as in hospitality, retail, or food service, and strong interpersonal skills with a focus on delivering exceptional service. Familiarity with using computers and software systems, especially reservation or property management systems (PMS), is also important. Strong verbal and written communication skills are necessary for professional interactions with guests and team members. Experience handling guest complaints or resolving conflicts in a calm and effective manner is an 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 is preferred, and experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

Applicants Should Have

The ability to work weekends and holidays is a must-have for applicants.

At Commonwealth Hotels

Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for its exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results. Explore Our Hotel: https://www.thedocentscollection.com/

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. Join us in shaping the future of hospitality in Portland, Maine!