Front Desk Agent/ Guest Services Rep
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $13.00 - $16.00
Work Schedule
Flexible
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
voluntary life insurance
short-term disability insurance
accident insurance
critical illness insurance
401k plan
Employee Referral Program
hotel discounts
Paid Time Off
performance-based bonuses
Career growth opportunities
supportive work environment
Job Description
Hampton Inn & Suites Charlotte-Arrowood, located at 9110 Southern Pine Blvd., Charlotte, NC 28273, is part of the dynamic Maya Hotels family. Maya Hotels is a respected hospitality company that represents top hotel brands such as Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn, and Aloft. Known for a strong commitment to exceptional guest experiences, Maya Hotels fosters a welcoming and professional atmosphere that sets it apart in the competitive hospitality market. The company's dedication to quality service and its focus on guest satisfaction make it a premier choice for both employees and travelers seeking comfort and reliability.
Joining Maya Hotels means becoming part of a highly regarded organization that provides excellent career opportunities in the hospitality industry. Maya Hotels takes pride in supporting its employees with a competitive salary, performance-based bonuses, and a comprehensive benefits package. These benefits include medical, dental, and vision insurance, 100% employer-paid life insurance, voluntary life and accidental death and dismemberment (AD&D) coverage, short-term disability, accident and critical illness insurance, and retirement savings through a 401K plan with employer contributions. Employees also enjoy perks such as an employee referral program, hotel discounts, and a work-life balance enhanced by paid time off. The supportive and friendly work environment encourages career growth and personal development within the Maya Hotels family.
The Front Desk Agent / Guest Service Representative role at Hampton Inn & Suites Charlotte-Arrowood is a pivotal position responsible for delivering exceptional service to guests from the moment they arrive until their departure. The individual in this role acts as the first point of contact, greeting guests warmly and creating a positive and memorable experience. They manage hotel reservations accurately, handle inquiries professionally, and assist guests with requests, ensuring their stay is as comfortable and enjoyable as possible.
Responsibilities include managing front desk operations such as check-in and check-out processes, responding efficiently to guest complaints, and working closely with other hotel departments like housekeeping and maintenance to fulfill guest requests. Additionally, this role requires maintaining the front desk area, handling cash and credit transactions, balancing the cash drawer, and preparing daily reports on occupancy and revenue. Safety and security are paramount, and the Front Desk Agent must adhere to hotel protocols to protect guest information and maintain a secure environment. Emergency response skills are also required, responding to situations such as medical incidents or fire alarms appropriately.
Successful candidates for this role will have a high school diploma or equivalent, with additional education in hospitality considered a plus. Prior experience in customer service or hotel front desk operations is preferred. Strong communication skills, problem-solving abilities, attention to detail, multitasking capabilities, and proficiency with hotel reservation software and basic accounting are essential. Flexibility to work various shifts, including evenings, weekends, and holidays, as well as physical capability to stand for extended periods and handle luggage up to 25 pounds, are necessary to perform effectively.
This role offers the chance to work within a team-focused environment that values collaboration, ongoing training, and career development. If you are passionate about hospitality and motivated to deliver outstanding guest service, the Front Desk Agent / Guest Service Representative position at Hampton Inn & Suites Charlotte-Arrowood is an excellent opportunity to advance your career with Maya Hotels.
Joining Maya Hotels means becoming part of a highly regarded organization that provides excellent career opportunities in the hospitality industry. Maya Hotels takes pride in supporting its employees with a competitive salary, performance-based bonuses, and a comprehensive benefits package. These benefits include medical, dental, and vision insurance, 100% employer-paid life insurance, voluntary life and accidental death and dismemberment (AD&D) coverage, short-term disability, accident and critical illness insurance, and retirement savings through a 401K plan with employer contributions. Employees also enjoy perks such as an employee referral program, hotel discounts, and a work-life balance enhanced by paid time off. The supportive and friendly work environment encourages career growth and personal development within the Maya Hotels family.
The Front Desk Agent / Guest Service Representative role at Hampton Inn & Suites Charlotte-Arrowood is a pivotal position responsible for delivering exceptional service to guests from the moment they arrive until their departure. The individual in this role acts as the first point of contact, greeting guests warmly and creating a positive and memorable experience. They manage hotel reservations accurately, handle inquiries professionally, and assist guests with requests, ensuring their stay is as comfortable and enjoyable as possible.
Responsibilities include managing front desk operations such as check-in and check-out processes, responding efficiently to guest complaints, and working closely with other hotel departments like housekeeping and maintenance to fulfill guest requests. Additionally, this role requires maintaining the front desk area, handling cash and credit transactions, balancing the cash drawer, and preparing daily reports on occupancy and revenue. Safety and security are paramount, and the Front Desk Agent must adhere to hotel protocols to protect guest information and maintain a secure environment. Emergency response skills are also required, responding to situations such as medical incidents or fire alarms appropriately.
Successful candidates for this role will have a high school diploma or equivalent, with additional education in hospitality considered a plus. Prior experience in customer service or hotel front desk operations is preferred. Strong communication skills, problem-solving abilities, attention to detail, multitasking capabilities, and proficiency with hotel reservation software and basic accounting are essential. Flexibility to work various shifts, including evenings, weekends, and holidays, as well as physical capability to stand for extended periods and handle luggage up to 25 pounds, are necessary to perform effectively.
This role offers the chance to work within a team-focused environment that values collaboration, ongoing training, and career development. If you are passionate about hospitality and motivated to deliver outstanding guest service, the Front Desk Agent / Guest Service Representative position at Hampton Inn & Suites Charlotte-Arrowood is an excellent opportunity to advance your career with Maya Hotels.
Job Requirements
- High school diploma or equivalent
- previous experience in customer service, hospitality, or hotel front desk operations preferred
- strong interpersonal and verbal communication skills
- ability to think quickly and resolve guest issues efficiently
- ability to work accurately and efficiently in a fast-paced environment
- proficiency in computer systems, hotel reservation software, and basic accounting principles
- familiarity with handling payments, processing transactions, and balancing a cash drawer
- ability to work various shifts, including evenings, weekends, and holidays
- ability to stand for extended periods
- frequent use of hands for typing, writing, bending, reaching and handling office equipment or guest luggage
- ability lifting items up to 25lbs as needed
Job Qualifications
- High school diploma or equivalent
- previous experience in customer service, hospitality, or hotel front desk operations preferred
- strong interpersonal and verbal communication skills
- ability to think quickly and resolve guest issues efficiently
- ability to work accurately and efficiently in a fast-paced environment
- proficiency in computer systems, hotel reservation software, and basic accounting principles
- familiarity with handling payments, processing transactions, and balancing a cash drawer
- ability to work various shifts, including evenings, weekends, and holidays
Job Duties
- Greeting guests warmly upon arrival and provide a professional and friendly check-in/check-out experience
- assist guests with inquiries, requests, and provide information about hotel facilities, amenities, and local attractions
- handle guest complaints and resolve issues promptly to ensure guest satisfaction
- manage hotel reservations, ensuring accuracy in the booking process
- process online and phone reservations, verify guest details, and assign rooms based on preferences
- stay informed on room availability, rates, and special promotions to provide accurate information to guests
- work closely with housekeeping and other hotel departments to ensure seamless guest experiences
- keep the front desk area clean, organized, and stocked with necessary supplies
- handle cash and credit card transactions, maintain accurate records, and balance the cash drawer at the end of each shift
- complete daily reports on occupancy, revenue, and guest requests, and communicate relevant information to hotel management
- answer phone calls promptly and professionally, redirecting calls or taking messages as needed
- follow hotel security protocols, including verifying guest identification, maintaining guest privacy, and securing guest information
- monitor the lobby area to ensure a safe and welcoming environment for guests and employees
- respond to emergency situations such as medical incidents or fire alarms by following established procedures
- work closely with housekeeping, maintenance, and other hotel departments to ensure guest requests are fulfilled promptly
- communicate effectively with team members to share information and resolve issues
- participate in training programs and meetings to enhance job knowledge and skills
Job Criteria
Experience
No experience required
Job Location
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