Guest Service Agent

Commonwealth Hotels•Louisville, KY

10d•Onsite

About The Position

The Residence Inn by Marriott Louisville Airport offers a rewarding experience with numerous benefits. Its prime location near Louisville International Airport makes it a popular choice for business and leisure travelers, ensuring a dynamic and fast-paced work environment. As part of the Marriott and Commonwealth Hotels organization, employees gain access to extensive training programs, career advancement opportunities, and valuable benefits, including competitive pay, travel discounts, healthcare, and retirement plans for eligible team members. The Residence Inn’s extended-stay concept fosters a welcoming atmosphere, allowing staff to build meaningful connections with long-term guests, enhancing job satisfaction. Working as a Hotel Guest Service Agent, Hotel Front Desk Clerk or Hotel Front Desk Agent at the Residence Inn Louisville Airport offers a rewarding opportunity to be part of a dynamic hospitality team. The 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 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.

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 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
Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

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.