Guest Service Agent

Commonwealth Hotels; Erlanger (KY); On-site; USD 19,000 - 23,000; Part time

Benefits offered by this job

Exclusive Discounts

Online Training Courses

Employee Assistance Program

Jury duty & bereavement leave

Job summary

Commonwealth Hotels is seeking a Part-Time Hotel Guest Service Agent at the Residence Inn Cincinnati Airport in Erlanger, KY. The role focuses on welcoming guests, handling check-in/check-out, reservations, and delivering exemplary service at the busy front desk.

Ideal candidates have customer-facing experience, strong communication, and are comfortable with PMS systems. Flexible weekend/holiday availability is expected, with employee discounts and ongoing training provided.

Qualifications

• Previous experience in customer-facing roles is often required or preferred.
• Strong interpersonal skills and a focus on delivering exceptional service.
• Familiarity with computers and reservation or property management systems (PMS).
• Strong verbal and written communication skills for interacting with guests and team members.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner.
• Experience managing multiple tasks, such as answering phones and assisting guests simultaneously.
• HOSPITALITY or Front Desk experience is preferred.
• High school diploma or equivalent required.
• Availability for evenings, weekends, or holiday shifts.

Responsibilities

• Guest Check-In and Check-Out: assist guests efficiently with a welcoming experience.
• Reservations Management: handle room reservations, cancellations, and modifications.
• Customer Service: respond promptly and professionally to inquiries and requests.
• Payment Processing: manage room charges, deposits, and refunds accurately.
• Communication Hub: coordinate with housekeeping and maintenance to address needs.
• Providing Information: advise on hotel services, local attractions, and transportation.
• Problem-Solving: resolve guest concerns, escalating when needed.
• Maintaining Records: keep organized guest stay and payment records in PMS.
• Promoting Hotel Services: upsell rooms and amenities to enhance guest experience.
• Ensuring Security: follow safety protocols and verify guest identities.

Skills

Customer service

Interpersonal skills

Communication

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

PMS software

Job description

Join Our Team at the Residence Inn by Marriott Cincinnati Airport!

About Us:

Residence Inn by Marriott Cincinnati Airport, Erlanger, Kentucky, is located just a mile from CVG Airport and 10 minutes from downtown Cincinnati, offers a home-like atmosphere for guests and team members. Conveniently near major companies like Amazon, Bosch, and P&G, it caters to both professionals and travelers. The hotel seeks dedicated team members passionate about creating a welcoming environment, emphasizing the value of each contribution within a supportive team.

Why This Role?

Working as a Part-Time Hotel Guest Service Agent, Hotel Front Desk Agent or Hotel Front Desk Clerk at the Residence Inn Cincinnati Airport Erlanger Kentucky offers a rewarding opportunity to be part of a dynamic hospitality team. The Part-Time Hotel Guest Service Agent, Hotel Front Desk Agent, or Hotel 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?

• 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

Key Responsibilities for the Part-Time Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel 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 Part-Time Hotel Guest Service Agent, Hotel Front Desk Clerk or Hotel Front Office Agent:

• 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.
• Hospitality or Front Desk Experience (Preferred)
• 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

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:

https://www.marriott.com/en-us/hotels/cvgap-residence-inn-cincinnati-airport/overview/

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

Join us in shaping the future of hospitality in Cincinnati, Ohio and Erlanger, Kentucky! App