Hotel Guest Service Agent

Commonwealth Hotels•Aurora, CO

12d•$19 - $20•Onsite

About The Position

Hyatt Regency Aurora Denver Conference Center is hiring a Hotel Guest Service Agent to welcome guests and support their stays at its full-service hotel and conference venue in Aurora, Colorado. The hotel has 249 guest rooms and more than 36,000 square feet of event space, along with dining options, a heated outdoor pool, a fitness center, and shuttle services. The role provides guest-facing support at the front desk, including check-in and check-out, reservations, payments, guest inquiries, and coordination with other hotel departments. Agents use the hotel’s property management system to maintain accurate records, promote hotel services, and follow security procedures. The position offers an opportunity to work with a team in a lively hotel environment, with training and growth opportunities.

Requirements

Previous experience in customer-facing work, such as hospitality, retail, or food service, is often required or preferred.
Strong interpersonal skills and a focus on exceptional service.
Familiarity with computers and software systems, especially reservation or property management systems; training may be provided for the hotel’s specific systems.
Strong verbal and written communication skills.
Ability to handle guest complaints or resolve conflicts calmly and effectively.
Ability to manage multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously.
High school diploma or equivalent.
Ability to work weekends and holidays.

Nice To Haves

Hospitality or front desk experience.
Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts.

Responsibilities

Assist guests with check-in and check-out efficiently and provide a welcoming experience.
Handle room reservations, cancellations, and modifications while maintaining current records.
Respond promptly and professionally to guest inquiries, complaints, and special requests.
Process room charges, deposits, and refunds accurately and in accordance with hotel policies.
Coordinate with departments such as housekeeping and maintenance to address guest needs and resolve issues.
Provide information about hotel services, amenities, local attractions, and transportation options.
Resolve guest concerns and complaints, escalating issues when necessary.
Maintain organized records of guest stays, payments, and interactions in the hotel’s property management system.
Upsell rooms and promote hotel amenities, dining options, and event spaces.
Follow safety and security protocols, including verifying guest identification and monitoring for suspicious activity.