Guest Services Agent

Commonwealth Hotels•Portland, ME

40d

About The Position

Join Our Team at The Docent’s Collection – Portland, Maine! The Docent’s Collection is seeking a Full-Time Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel 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 Hotel-Time Hotel Guest Service Agent, Hotel Front Desk Agent, or Hotel 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. What’s In It for You? 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

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.