Guest Service Agent

Job Description

Job Description

Guest Services RepresentativePOSITION OVERVIEW

Join the team at The Chanler at Cliff Walk as a Guest Services Representative and become an essential part of creating exceptional, memorable experiences for our guests. As one of the first and last points of contact throughout the guest journey, you will anticipate guest needs, provide thoughtful and personalized service, and ensure every interaction reflects The Chanler’s exceptional standards of hospitality.

The ideal candidate is polished, warm, attentive, and genuinely passionate about creating meaningful guest experiences. This role is responsible for delivering seamless service throughout the entire guest journey—from pre-arrival and reservations to arrival, the guest stay, and departure.

Responsibilities include making, modifying, and canceling reservations; warmly welcoming and assisting guests; coordinating requests across departments; resolving concerns with professionalism and discretion; and serving as a knowledgeable resource for all that Newport has to offer.

ABOUT THE CHANLER AT CLIFF WALK

Located on Newport’s iconic Cliff Walk, The Chanler at Cliff Walk is a distinguished luxury property recognized with Two Michelin Keys and Forbes Five-Star honors . Known for impeccable service, sophisticated European-inspired dining, and genuine New England hospitality, The Chanler offers guests a unique blend of history, luxury, and authenticity.

Our team is dedicated to creating an experience that feels both refined and welcoming—one that leaves a lasting impression on every guest. Join us and become part of a hospitality legacy that continues to attract discerning travelers from around the world.

PRIMARY RESPONSIBILITIES

Responsibilities include, but are not limited to:

• Deliver personalized, anticipatory service that creates memorable guest experiences while consistently upholding Forbes, brand, and departmental service standards.
• Welcome guests with warmth, professionalism, enthusiasm, and genuine hospitality throughout every stage of their stay.
• Manage the complete guest journey, including pre-arrival communication, reservations, arrival, in-house requests, and departure.
• Create, modify, and cancel room reservations accurately using the hotel’s property management and reservation systems.
• Efficiently and accurately process guest payments and other front desk transactions.
• Check guests in and out in a professional, efficient, and welcoming manner.
• Anticipate guest needs and proactively coordinate requests with other departments to ensure a seamless experience.
• Respond to and resolve guest concerns with poise, discretion, and sound judgment, escalating issues appropriately when necessary.
• Maintain thorough knowledge of The Chanler’s services, amenities, dining experiences, policies, and procedures.
• Serve as a knowledgeable concierge resource by providing recommendations and information about Newport restaurants, attractions, activities, transportation, and local experiences.
• Manage telephone operations, including answering calls, accessing voicemail, taking and canceling reservations, and assisting with restaurant reservations and other guest requests.
• Maintain accurate guest records and complete all required departmental procedures and documentation.
• Communicate effectively with guests and colleagues to ensure a smooth flow of information and exceptional service.
• Collaborate with and support other departments as needed to meet guest expectations and operational needs.
• Maintain a polished, professional appearance and demeanor consistent with The Chanler’s luxury service environment.
• Demonstrate flexibility and willingness to assist wherever needed to support the overall guest experience.

Additional responsibilities may be assigned based on operational needs.

QUALIFICATIONS & REQUIREMENTS

• High school diploma or equivalent required; college degree preferred.
• Minimum of 2 years of hotel or luxury hospitality experience preferred.
• Previous front desk, guest services, reservations, or concierge experience strongly preferred.
• Exceptional verbal and written communication skills in English.
• Ability to communicate professionally and warmly with guests, management, and colleagues both in person and by telephone.
• Strong computer skills and the ability to learn and confidently navigate hotel systems and technology.
• Excellent organizational skills, attention to detail, and time management.
• Ability to multitask effectively and remain composed in a fast-paced hospitality environment.
• Strong problem-solving skills and the ability to exercise sound judgment when addressing guest needs and concerns.
• Genuine passion for hospitality and a commitment to exceeding guest expectations.
• Availability to work a flexible schedule, including days, evenings, weekends, and holidays .
• Ability to stand for extended periods and lift and/or move up to 50 pounds as required by the position.

WHAT WE OFFER

At The Chanler, we believe exceptional guest experiences begin with an exceptional team. We offer a comprehensive benefits and perks package, including:

• Competitive wages
• 401(k) plan
• Paid vacation
• Medical, dental, vision, and life insurance
• Seasonal staff meals
• Free employee parking
• Uniforms
• Opportunities for career growth and advancement
• Employee referral bonus