Guest Service Agent

Job Overview

Join Springhill Suites by Marriott Cincinnati Midtown Baldwin Center as a full‑time Hotel Guest Service Agent, Front Desk Clerk, or Front Office Agent. The role involves delivering exceptional service at check‑in and check‑out, managing reservations, handling payments, and coordinating with hotel departments to ensure a seamless guest experience.

As a frontline team member, you will serve a diverse clientele ranging from business travelers to vacationing families, building strong communication and problem‑solving skills in a dynamic hospitality environment.

• Exclusive discounts on hotel, food, and beverage for personal travel.
• Professional growth through online training courses and Commonwealth University programs.
• Additional support including Employee Assistance Program, jury duty leave, bereavement leave, and more.

• Guest Check‑In and Check‑Out:
  Assist guests efficiently to ensure a welcoming experience.
• Reservations Management:
  Handle room reservations, cancellations, and modifications accurately.
• Customer Service:
  Respond promptly and professionally to inquiries, complaints, and special requests.
• Payment Processing:
  Manage room charges, deposits, and refunds while ensuring accuracy.
• Communication Hub:
  Coordinate with housekeeping and maintenance to address guest needs.
• Providing Information:
  Offer details about hotel services, amenities, local attractions, and transportation.
• Problem‑Solving:
  Resolve guest concerns, escalating when necessary to maintain satisfaction.
• Maintaining Records:
  Keep accurate records of guest stays, payments, and interactions in the PMS.
• Promoting Hotel Services:
  Upsell rooms and hotel amenities to enhance the guest experience.
• Ensuring Security:
  Follow safety protocols to safeguard guests, staff, and property.

• Previous experience in customer‑facing roles (hospitality, retail, or food service).
• Strong interpersonal skills and a focus on delivering exceptional service.
• Proficiency with computers and reservation or property management systems (PMS).
• Excellent verbal and written communication abilities.
• Experience handling guest complaints or resolving conflicts calmly and effectively.
• Ability to manage multiple tasks simultaneously (phones, reservations, guest assistance).
• Hospitality or front‑desk experience (preferred).
• High school diploma or equivalent.
• Flexibility to work irregular hours, including evenings, weekends, and holidays.

Applicants must have flexibility to work weekends and holidays.

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 Cincinnati, Ohio! Apply today!