Guest Service Agent

The Aikens Group and the Comfort Inn Martinsburg are seeking an individual to become a part of an award-winning team. The chosen applicant will be awarded a full-time job with potential growth opportunities in the hotel industry.

The Guest Service Agent (also known as Front Desk Clerk) represents the hotel to the guest throughout all stages of the guest’s stay. Responsible for operating the front desk while providing a variety of hotel services for guests to optimize guest satisfaction and revenue optimization. Front Desk agent must possess strong telephone skills, excellent hospitality skills, strong problem-solving skills, and be detail oriented.

The responsibilities and expectations of a Guest Service Agent:

• Facilitates the overall operation of the front desk while delivering a welcoming and problem-free stay
• Acts as a Customer Service Representative.
• Demonstrate a high level of customer service at all times
• Ensure the pleasant and accurate experience for Guests, from booking reservations, both check in/out, and all necessary processing of charges and payments
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Ensure that Management and other shifts are kept fully aware of any relevant feedback from guests and, or, other departments
• Handle cash and credit card transactions accurately and securely.
• Be familiar with all events, functions and groups as well as the hotel brand, product and surrounding area.
• Worm closely with Housekeeping to ensure room statuses are up to date.
• Coordinate requests for maintenance and repairs.
• Attend appropriate training courses and meetings, when required
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

Qualifications include:

• Flexibility in schedule. Some evenings, weekends and holidays required.
• The ability to stand for an 8-hour shift.
• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team

Join our family and reap great benefits of being a team member!

Competitive Pay and Benefits

• Competitive pay based on experience
• Direct Deposit
• Annual cost of living adjustments.
• Incentive Programs for Superior Performance
• Employment Referral Incentives
• Employee Discounts at Hilton, Marriott and Choice and Aikens Group Hotels
• Holiday pay
• Vacation pay
• Bereavement pay
• Flexible schedules
• Insurance – Health, Dental, Vision, MD Live
• 401K
• Discounts at Health and Wellness clubs
• Christmas Bonus

Top of the line training and advancement opportunities:

• Opportunities for advancement and pay increases through a tiered pay program. The more you learn the more you earn. Our Tiered pay program allows you to cross train in different departments and earn an increase in your pay based on your knowledge, training completion, and desire to grow.
• Future Employment Growth Opportunities.
• Opportunity to be enrolled in a Management Training Programs

Culture:

The Aikens Group believes its employees are the strength of our company’s foundation. Everyone’s efficiency, ambitions, attitudes, health and stability has made the company what it is today and will continue in years to come.

The Aikens Group feels that an employee/employer connection is a relationship. It is both party’s responsibility to watch out for what is best for each other to make the bond stronger and more successful. Every employee has the opportunity for continued education, development, and advancement within the company. It is important every employee feels engaged and are trained for their position. Internal promotions and transfers are a common practice for those interested in growing professionally and personally with the organization.

Our Mission

We build strong relationships with our partners by delivering quality products and exceptions service with integrity. We strive to maintain a quality of life and work-life balance to our team members, who are the cornerstone of our success.

Our Vision

To be the trusted resource for development in our community.

Job Type: Full-time

Pay: From $14.00 per hour

Expected hours: 24 – 40 per week

Schedule:

• 10 hour shift
• 8 hour shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person