Guest Service Agent

Commonwealth Hotels • Portland, ME

15h

About The Position

Join Our Team at The Docent’s Collection – Portland, Maine! The Docent’s Collection is seeking a Part-Time Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent. About Us: The Docent’s Collection in Portland's historic Old Port offers more than just a place to stay; it provides a unique experience for discerning travelers. Team members play a crucial role in delivering this experience, working in private lofts equipped with modern kitchens, allowing guests to enjoy local Portland cuisine. Proudly ranked #3 on TripAdvisor, the Collection reflects a commitment to personalized and luxurious stays. This is an ideal environment for hospitality enthusiasts looking to be part of a supportive, close-knit team that values every contribution. Why This Role? Working as a Part-Time Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk at The Docent’s Collection – Portland, Main,e offers a rewarding opportunity to be part of a dynamic hospitality team. The Part-Time Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk 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’ll 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 calmly and effectively 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.
• Applicants should have the flexibility to work weekends & holidays

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.

Benefits

• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED