Overnight Guest Service Agent

About This Role

Serve as an Overnight Guest Service Agent at Candlewood Suites Carrollton, executing front desk operations and delivering exceptional service to ensure a seamless and enjoyable experience for guests.

Responsibilities

• Assist guests with efficient check-in and check-out processes
• Handle room reservations, cancellations, and modifications accurately
• Respond promptly and professionally to guest inquiries, complaints, and special requests
• Process payment transactions, including room charges, deposits, and refunds
• Coordinate with other hotel departments to address guest needs and resolve issues
• Provide information about hotel services, amenities, local attractions, and transportation
• Resolve guest concerns or complaints effectively, escalating when necessary
• Maintain accurate records of guest stays, payments, and interactions in the PMS
• Upsell rooms and promote hotel amenities to enhance the guest experience
• Follow safety and security protocols, including verifying guest identification

Requirements

• Previous experience in customer-facing roles
• Strong interpersonal skills and focus on exceptional service
• Familiarity with using computers and software systems (PMS)
• Strong verbal and written communication skills
• Flexibility to work weekends and holidays

Qualifications

• A high school diploma or equivalent
• Previous experience in customer-facing roles such as hospitality, retail, or food service is required.

Nice to Have

• Experience handling guest complaints or resolving conflicts calmly and effectively
• Experience managing multiple tasks simultaneously
• Familiarity with front desk operations, check-in/check-out procedures, or reservation systems
• Experience in jobs with irregular hours

Skills

* Required skills

Benefits