G6 Hospitality Guest Relations Agent in COLUMBUS, Ohio

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Guest Relations Agent





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The Guest Relations Agent is responsible for guiding guests through resolution procedures while balancing the expectations of internal and external customers. Research customer history and profile and based on that information create a customer file or contact report. This position is required to practice discretion and maintain confidentiality regarding all guest interactions. Work with supervisory team to ensure integrity of service, efficiency of operation and commitment to G6 Hospitality Reservations customer service and values while performing the necessary actions based on the agreed upon resolution. This position will be required to communicate frequently with Motel 6 and Studio 6 property staff members.


The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation.

Primary Duties & Responsibilities:

This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it not intended to be all-inclusive.

– Take guest complaints, document and respond per established guidelines and scripting s

– Research customer history and profile

– Create customer file/contact reports

– Make sound decisions and judgment calls regarding complaint resolution

– Practice discretion and maintain confidentiality of guest interactions

– Respond to customer in a mature, professional and non-emotional manner

– Perform off phone administrative duties as required

– Respond to e-mail correspondence in a timely manner

– All other duties as needed or required

Job Requirements:

– Maintain attention and concentration for extended periods of time

– Ability to focus and actively listen while interacting with customer, vendors, and other Team Members

– Ability to sit for extended periods of time

– Read and interpret documents and instructions from customers, vendors, and other Team Members

– Communicate effectively with customers, vendors, and other Team Members

– Multi-task and prioritize workload

– Work within the appropriate level of independence

– Function in a fast paced environment

– Demonstrate reliable, excellent attendance

– Commitment to consistently demonstrate behavior that is aligned with company norms and values


• High school diploma or general education degree (GED)

• Two to three years of customer service experience and/or training; or equivalent combination of education and experience

• Experience working in a call center environment preferred

• Demonstrated ability to utilize the G6 Hospitality Central Reservation System

• Strong working knowledge of Microsoft Office products (i.e. Work, Excel, Outlook)

• Demonstrated technical aptitude to multi-task within multiple computer systems, including utilizing various search engines and navigating the internet to obtain and relay information to customers, vendors, and other Team Member in an efficient manner

• Demonstrated customer service and basic problem solving skills

• Must be able to accurately communicate policies and procedures to customers effectively and professionally

• Ability to communicate both verbally and in writing in a professional and respectful manner to customers, vendors, and other Team Members

• Maintain professionalism and poise under pressure

• Demonstrate a sense of urgency in handling call volume

• Must be detail oriented, accurate and highly organized

• Ability to work effectively on a team with individuals from varied and diverse backgrounds

• Demonstrated ability to maintain confidentiality and utilize discretion

• Must be self-motivated and receptive to coaching and continuing skill development as needed

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