Guest Service Agent

Hyatt Place Portland Old Port; Cincinnati (OH); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a Hotel Guest Service Agent to join their team in Cincinnati. This role offers a unique opportunity to engage with a diverse range of guests, ensuring they have a seamless experience from check-in to check-out. You will be at the heart of the action, providing exceptional service, managing reservations, and resolving guest inquiries. With a focus on professional growth, this position provides comprehensive benefits, including health insurance and flexible spending accounts. If you are passionate about hospitality and eager to contribute to a supportive team environment, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with Company Match

Same Day Pay

Flexible Spending Accounts

Vacation Days

Personal Days

Holiday Pay

Employee Assistance Program

Qualifications

• Experience in customer service roles is essential for this position.
• Strong communication and problem-solving skills are necessary.

Responsibilities

• Assist guests with check-in and check-out processes efficiently.
• Handle room reservations and respond to guest inquiries promptly.

Skills

Customer Service

Communication Skills

Problem-Solving

Multitasking

Sales or Upselling

Education

High School Diploma or Equivalent

Tools

Property Management System (PMS)

Basic Computer Software

Job description

Join Our Team at the Residence Inn Kenwood!
The Residence Inn Kenwood is seeking a Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent.

About Us:
Working at the Residence Inn Kenwood offers numerous benefits, including professional growth within the globally recognized Marriott 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. Located just off I-71 next to Kenwood Towne Center, our all-suite hotel offers the perfect blend of comfort and convenience for guests and a fantastic work environment for our team. As part of our growing team, you will help create memorable experiences in a vibrant setting, with amenities like a heated indoor pool, a 24-hour fitness center, and spacious suites designed to help guests feel at home. We believe in supporting our team members, offering opportunities for growth and an environment where your contributions truly matter. If you're looking to advance your career in hospitality and be part of a dedicated and supportive team, join us at Residence Inn Kenwood.
Why This Role?
Working as a Hotel Guest Service Agent, Front Desk Agent or Front Desk Clerk at the Residence Inn Kenwood, Ohio offers a rewarding opportunity to be part of a dynamic hospitality team. The 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 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.
What’s In It for You?
Comprehensive Benefits:Medical, Dental and Vision
Financial Perks:401(k) with company match, SAME DAY PAY, and flexible spending accounts
Time Off: Vacation, Personal Days, and Holiday pay
Exclusive Discounts:Hotel, food, and beverage savings for personal travel
Professional Growth:Online training courses and Commonwealth University
Additional Support:Employee Assistance Program, jury duty leave, bereavement leave, and more
Key Responsibilities for the Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent include:

• 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.

What We are Looking for in a Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent:

• Customer Service Experience: 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.
• Basic Computer Skills: Familiarity with using computers and software systems, especially reservation or property management systems (PMS), is usually required. Training may be provided for specific systems used by the hotel.
• Communication Skills: Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Problem-Solving Ability: Experience handling guest complaints or resolving conflicts in a calm and effective manner is a valuable asset.
• Multitasking and Organizational Skills: 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.
• Sales or Upselling Experience: Knowledge of upselling techniques or prior experience in sales is beneficial, as many hotels encourage promoting upgrades or additional services.
• Hospitality or Front Desk Experience (Preferred): Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.

Applicants should have flexibility to work weekends & holidays.
Why Commonwealth Hotels?
Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.
Explore Our Hotel:
Visit our website

At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs.

Join us in shaping the future of hospitality in Kenwood, Ohio! Apply today!