Hotel Guest Service Agent - Courtyard by Marriott Northwest

Job Description

Job Description

About Company:

Our Vision

Our vision is to become the premier hotel development company with a concentration in Virginia, 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

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:

The Guest Service Agent plays a pivotal role in creating a welcoming and seamless experience for guests within the accommodation and food services industry. This position is responsible for managing guest check-ins and check-outs efficiently while addressing inquiries and resolving any issues promptly to ensure guest satisfaction. The role requires maintaining accurate records of reservations and payments, coordinating with other departments to fulfill guest requests, and upholding the establishment’s standards of hospitality. By serving as the primary point of contact, the Guest Service Agent significantly contributes to the overall reputation and success of the property. Ultimately, this role demands a balance of excellent interpersonal skills, attention to detail, and the ability to work effectively in a fast-paced environment to enhance the guest experience.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or hospitality preferred but not required.
• Basic computer skills, including familiarity with reservation and property management software.
• Strong communication skills, both verbal and written.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience working in a hotel, resort, or similar accommodation setting.
• Proficiency in multiple languages to assist a diverse guest population.
• Knowledge of local area attractions and services.
• Certification in hospitality or customer service training programs.
• Demonstrated ability to handle difficult situations with professionalism and tact.

Responsibilities:

• Greet and welcome guests upon arrival, providing a friendly and professional first impression.
• Manage the check-in and check-out process efficiently, including verifying guest information and processing payments.
• Respond promptly and courteously to guest inquiries, requests, and complaints, ensuring resolution to maintain high satisfaction levels.
• Maintain accurate records of reservations, cancellations, and guest preferences using property management systems.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs and ensure smooth operations.
• Provide information about hotel services, local attractions, and dining options to enhance the guest experience.
• Handle telephone calls and emails professionally, directing them to the appropriate departments as necessary.
• Ensure compliance with all safety, security, and privacy policies to protect guests and the property.

Skills:

The Guest Service Agent utilizes strong communication skills daily to interact effectively with guests, ensuring their needs are understood and met with professionalism and empathy. Attention to detail is critical when managing reservations, processing payments, and maintaining accurate records to avoid errors and enhance operational efficiency. Problem-solving skills are frequently applied to address guest concerns promptly and find satisfactory solutions that uphold the establishment’s standards. Computer literacy enables the agent to navigate property management systems and other software tools essential for daily operations. Additionally, interpersonal skills foster positive relationships with both guests and team members, contributing to a collaborative and welcoming environment.

Candidates must have open availability to work the 7:00 a.m.–3:00 p.m. and 3:00 p.m.–11:00 p.m. shifts, as well as occasional mid-shifts based on occupancy and operational needs. Weekend and holiday availability is required. Overnight availability is preferred but not required.