Guest Service Agent Candlewood Suites in Hopewell

Job Description

Job Description

About Company: Come be part of a new and exciting team as we elevate our guest services across the board.  Full time.  Must be able to work either 7-3pm or 3-pm-11pm.  Previous hotel front desk experience is required.  This is for the Candlewood Suites at 5113 Plaza Drive in Hopewell, VA. 

Our vision is to become the premier hotel development company with a concentration in Washington, committed to excellence through strategic development and continued innovation in the hospitality industry. Guided by our core values, we will exceed the expectations of our guests and members and enhance the value of our partners' investments.

Our mission is to provide the ultimate guest experience through exceptionally talented associates committed to providing true hospitality. We do this by providing support, training, and growth for our team members while being fiscally responsible to our owners and investors.

About the Role:

As a Hotel Front Desk Agent at Home2 Suites Dupont, WA, you will serve as the primary point of contact for guests, ensuring a welcoming and seamless check-in and check-out experience. Your role is pivotal in creating a positive first impression and maintaining high standards of customer service throughout the guest's stay. You will manage reservations, handle guest inquiries, and resolve any issues promptly to enhance guest satisfaction. Additionally, you will coordinate with housekeeping and maintenance teams to ensure rooms are ready and any guest requests are fulfilled efficiently. Ultimately, your efforts will contribute to the hotel's reputation for exceptional hospitality and operational excellence.

Minimum Qualifications:

• Previous experience in a customer service role
• Basic computer skills
• Excellent communication and interpersonal skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience working in a hotel front desk or similar hospitality position.
• Strong problem-solving skills and the ability to handle difficult situations calmly.

Responsibilities:

• Greet and welcome guests upon arrival, providing a friendly and professional check-in experience.
• Manage guest reservations, cancellations, and modifications using the hotel’s property management system.
• Respond promptly and effectively to guest inquiries, requests, and complaints both in person and via phone or email.
• Process guest check-outs, including billing and payment transactions, ensuring accuracy and compliance with hotel policies.
• Coordinate with housekeeping and maintenance departments to ensure rooms are clean, well-maintained, and ready for guests.
• Maintain accurate records of guest information and hotel occupancy to support operational reporting.
• Promote hotel services, amenities, and local attractions to enhance the guest experience.
• Adhere to all safety, security, and emergency procedures to ensure guest and staff well-being.

Skills:

The required skills such as communication and computer proficiency are essential for interacting with guests and managing reservations efficiently on a daily basis. Customer service skills enable the agent to address guest needs and resolve issues promptly, ensuring a positive experience. Preferred skills like multilingual abilities and hospitality certifications enhance the agent’s capability to serve a diverse clientele and uphold brand standards. Problem-solving skills are frequently applied to handle unexpected situations or guest complaints with professionalism and tact. Together, these skills support smooth front desk operations and contribute to overall guest satisfaction and hotel success.