Guest Services Agent

Commonwealth Hotels; Greensboro (NC); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Same Day Pay

Employee discounts

Job summary

Commonwealth Hotels at the DoubleTree by Hilton Greensboro Airport is seeking a Hotel Guest Service Agent to greet guests, manage check-in/check-out, handle reservations, and provide information about local attractions to ensure a seamless stay.

This role requires strong communication, multitasking, and a friendly, professional demeanor. Weekend and holiday availability is expected, with benefits including health coverage and hotel discounts.

Qualifications

• Previous experience in customer-facing roles in hospitality or service.
• Strong interpersonal and service orientation.
• Familiarity with reservation or PMS software.
• High school diploma or equivalent.

Responsibilities

• Guest check-in and check-out processing.
• Reservations management and updating records.
• Responding to guest inquiries and handling complaints.
• Handling payments and refunds per policies.
• Coordinate with housekeeping and maintenance.
• Provide information on services and local attractions.
• Upsell rooms and hotel amenities.
• Maintain accurate guest records in PMS.

Skills

Customer service

Reservations

PMS

Communication

Upselling

Multitasking

Education

High school diploma or equivalent

Tools

PMS

Job description

Join Our Team at the DoubleTree by Hilton Greensboro Airport!

About Us:

Working at the DoubleTree by Hilton Greensboro Airport offers numerous benefits, including professional growth within the globally recognized Hilton 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. The hotel's location near the Piedmont Triad International Airport provides a dynamic setting, while the commitment to excellence and guest satisfaction fosters a rewarding and engaging workplace.

Why This Role?

Working as a Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Desk Agent at the DoubleTree by Hilton Greensboro Airport offers a rewarding opportunity to be part of a dynamic hospitality team. The Hotel Guest Service Agent, Front Desk Clerk, or Front Desk Agent puts you at the forefront of delivering exceptional service, ensuring guests have a seamless, 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
• Additional Support: Employee Assistance Program, jury duty leave, holidays, bereavement leave, and more

Key Responsibilities for the Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent include:

• Guest Check-In and Check-Out: Assisting guests with check-in and check-out efficiently to ensure a smooth, 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: Follow safety and security protocols to protect guests, staff, and the property, including verifying guest identification and monitoring for suspicious activity.

What we are looking for in a Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent includes:

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service.
• 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 professionally and clearly with guests and team members.
• 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.
• Knowledge of upselling techniques or prior experience in sales is beneficial, as many hotels encourage promoting upgrades or additional services.
• 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

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.hilton.com/en/hotels/gsobpdt-doubletree-greensboro-airport/hotel-location/

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 Greensboro, North Carolina!