Guest Service Agent

Commonwealth Hotels; Memphis (TN); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Exclusive discounts for travel

Online training courses

Employee Assistance Program

Jury duty leave

Bereavement leave

Job summary

Commonwealth Hotels is hiring a Full-Time Hotel Guest Service Agent at the Courtyard Memphis East Bill Morris Parkway. You will greet guests, handle check-in/check-out, assist with reservations, and promote hotel services.

Join a dynamic hospitality team with opportunities for training, growth, and a role near the Memphis area attractions. Flexible shifts include weekends and holidays in a fast-paced environment.

Qualifications

• Previous experience in customer-facing roles is common or preferred.
• Strong verbal and written communication to interact with guests and team members.
• Familiarity with reservation or property management systems (PMS) is expected.

Responsibilities

• Check-in and check-out of guests in a welcoming, efficient manner.
• Manage reservations, cancellations, and modifications with accuracy.
• Respond to guest inquiries, complaints, and special requests professionally.
• Process payments, deposits, and refunds following hotel policies.
• Coordinate with housekeeping and maintenance to address guest needs.
• Provide information on hotel services, amenities, and local attractions.
• Resolve guest concerns promptly and escalate when needed.
• Keep accurate records of stays, payments, and interactions in the PMS.

Skills

Customer service

Communication

PMS familiarity

Multitasking

Education

High school diploma or equivalent

Tools

PMS systems

Job description

Join Our Team at the Courtyard Memphis East Bill Morris Parkway!

The Courtyard Memphis East Bill Morris Parkway is seeking a Full-Time Hotel Guest Service Agent, Front Desk Clerk or Front Office Agent.

About Us:

Working at the Courtyard Memphis East Bill Morris Parkway offers numerous benefits, including professional growth within the globally recognized Marriott brand, access to comprehensive training, and opportunities for career development. Located in the heart of East Memphis, our hotel offers a prime spot for both guests and team members, just minutes from Memphis Airport, FedEx Headquarters, and International Paper. As part of our team, you will help create a welcoming environment, whether it is serving delicious meals at our Courtyard Bistro or supporting successful business and private events in our flexible venue. Our convenient location ensures easy access to the airport and downtown Memphis attractions, making every day an exciting experience. If you are looking to build your career in a fast-paced, supportive setting, we would love to welcome you to Courtyard Memphis East Bill Morris Parkway!

Why This Role?

Working as a Full-Time Hotel Guest Service Agent, Front Desk Agent or Front Desk Clerk at the Courtyard Memphis East Bill Morris Parkway offers a rewarding opportunity to be part of a dynamic hospitality team. The Full-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 leave, bereavement leave, and more

Key Responsibilities for the Full-Time 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 Full-Time Hotel Guest Service Agent, Front Desk Clerk, or 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 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.
• 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/memcd-courtyard-memphis-downtown/overview/

At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employ