Guest Services Agent

Commonwealth Hotels; Portland (ME); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Same day pay

Flexible spending accounts

Vacation, Personal Days, Holiday Pay

Discounts on hotel stays, dining and F

Online training courses

Employee Assistance Program

Jury duty leaves and bereavement leave

Job summary

The Docent’s Collection in Portland, Maine, seeks a Full-Time Luxury Hotel Guest Service Agent / Front Desk Clerk to deliver exceptional guest experiences from check-in to checkout. You will interact with diverse travelers near the airport, manage reservations, and promote hotel amenities while maintaining service excellence.

Join a supportive, close-knit team that values every contribution, with comprehensive benefits and growth opportunities in a historic Portland setting.

Qualifications

• Experience in hospitality or customer-facing roles.
• Proven ability to handle reservations and guest inquiries.
• Strong communication and problem-solving skills.
• Familiarity with PMS or front desk software.
• A high school diploma or equivalent required.

Responsibilities

• Guest Check-In and Check-Out processing in a welcoming manner.
• Manage room reservations, cancellations, and changes accurately.
• Respond to guest inquiries and special requests professionally.
• Process payments and refunds per hotel policies.
• Coordinate with housekeeping/maintenance to resolve issues.
• Provide information on hotel services, local attractions and transportation.
• Upsell rooms and amenities to enhance guest experience.
• Maintain accurate guest records in the PMS and ensure security procedures.

Skills

Interpersonal skills

Customer-facing experience

Reservation systems

Communications skills

Multitasking

Education

High school diploma or equivalent

Tools

PMS software

Reservation systems

Job description

Join Our Team at The Docent’s Collection – Portland, Maine!

The Docent’s Collection is seeking a Full-Time Luxury Hotel Guest Service Agent, Hotel Front Desk Clerk, or Hotel Front Office Agent.

The Docent’s Collection in Portland's historic Old Port offers more than just a place to stay; it provides a unique experience for discerning travelers. Team members play a crucial role in delivering this experience, working in private lofts equipped with modern kitchens, allowing guests to enjoy local Portland cuisine. Proudly ranked #3 on TripAdvisor, the Collection reflects a commitment to personalized and luxurious stays. This is an ideal environment for hospitality enthusiasts looking to be part of a supportive, close-knit team that values every contribution.

Working as a Full-Time Hotel Guest Service Agent, Hotel Front Desk Agent or Hotel Front Desk Clerk at The Docent’s Collection – Portland, Maine offers a rewarding opportunity to be part of a dynamic hospitality team. The Full-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’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?

• 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 leaves, bereavement leave, and more

Key Responsibilities for the Luxury 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 a Luxury 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.
• 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.thedocentscollection.com/

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 Portland, Maine!