Guest Service Agent (Front Desk)-Candlewood Suites – Hattiesburg, MS

Job Title: Guest Service Agent (Front Desk)

Location: Candlewood Suites – Hattiesburg, MS
Department: Front Office
Reports To: General Manager / Front Office Manager
Status: Full-Time / Part-Time
Shift: Day, Evening, Overnight (as scheduled)

Job Summary

The Guest Service Agent (GSA) is responsible for delivering exceptional guest service throughout the guest experience—from arrival to departure. This role serves as the first point of contact for guests and plays a key role in creating a welcoming, efficient, and professional environment consistent with Candlewood Suites brand standards.

Essential Job Functions

• Greet guests warmly and professionally upon arrival

• Perform guest check-in and check-out procedures accurately

• Process reservations, cancellations, and room changes

• Handle guest inquiries, requests, and complaints in a timely and courteous manner

• Operate the property management system (PMS) and maintain accurate guest records

• Process payments, post charges, and balance cash and credit card transactions

• Answer and direct phone calls using proper telephone etiquette

• Communicate effectively with housekeeping and maintenance regarding room status and guest needs

• Maintain a clean, organized, and professional front desk area

• Follow all hotel policies, procedures, and safety standards

• Adhere to brand standards and service expectations at all times

• Assist with overnight audit duties if scheduled (overnight shift)

Guest Experience Responsibilities

• Anticipate guest needs and proactively offer assistance

• Resolve guest concerns with professionalism and empathy

• Promote hotel amenities, local attractions, and services

• Ensure guest satisfaction and encourage repeat business

Qualifications & Requirements

• High school diploma or equivalent required

• Previous hotel front desk or customer service experience preferred

• Strong communication and interpersonal skills

• Ability to multitask and remain calm in a fast-paced environment

• Basic computer skills; experience with hotel PMS systems preferred

• Ability to work flexible schedules including weekends and holidays

• Reliable attendance and punctuality required

Physical Requirements

• Ability to stand for extended periods

• Ability to lift up to 25 lbs occasionally

• Ability to move throughout the property as needed

Core Competencies

• Customer-focused mindset

• Professional appearance and demeanor

• Attention to detail and accuracy

• Teamwork and collaboration

• Problem-solving skills

Equal Opportunity Employer Statement

Candlewood Suites – Hattiesburg, MS is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.