Guest Service Agent

Commonwealth Hotels • Daphne, AL

19h • Onsite

About The Position

Working at the Hilton Garden Inn Gulfport Airport, Alabama, offers numerous benefits, including professional growth within the globally recognized Hilton brand, access to comprehensive training, and career development opportunities. Associates enjoy competitive wages, benefits like health insurance and discounted hotel stays, and a supportive, team-oriented work environment. Hilton Garden Inn Gulfport Airport is not just a place to work; it is a beautiful and unique setting on the eastern shore of Mobile Bay, where you can take pride in offering guests stunning sunset views every day. Working here means being part of a team that consistently delivers excellence so much so that we’ve won the 'Loved by Guests' award from Expedia four years in a row. Whether you are helping guests enjoy their complimentary breakfast with breathtaking Bay views or ensuring their stay is unforgettable, you will be part of a property that values both beauty and quality. If you are looking to join a team where your work truly makes a difference, we would love to have you. Working as a Full-Time Hotel Guest Service Agent, Front Desk Agent, or Front Desk Clerk at Hilton Garden Inn by Hilton Gulfport Airport offers the chance to be part of a dynamic, energetic team in a lively environment. The hotel values its staff, recognizing excellence and providing growth opportunities. You will enjoy working in a vibrant atmosphere with diverse guests and a welcoming, creative culture. It is a great place to thrive professionally while contributing to an engaging guest experience.

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.
• 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.

Nice To Haves

• Hospitality or Front Desk Experience

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.

Benefits

• Competitive wages
• Health insurance
• Discounted hotel stays
• 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: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees