Front Desk Agent/ Guest Services Rep

Charlotte, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $13.00 - $16.00

Work Schedule

Flexible

Weekend Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

Voluntary Life and AD&D Insurance

short-term disability insurance

accident and critical illness insurance

401k Retirement Plan

Paid Time Off

Employee Referral Program

hotel discounts

performance-based bonuses

Job Description

Hampton Inn & Suites Charlotte-Arrowood, located at 9110 Southern Pine Blvd, Charlotte, NC, is part of the prestigious Maya Hotels family. Maya Hotels is a leading hospitality company dedicated to delivering exceptional guest experiences across a diverse portfolio of well-respected brands such as Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn, and Aloft. With a strong emphasis on excellence and customer satisfaction, Maya Hotels offers a welcoming and supportive work environment for hospitality professionals seeking to grow their careers. Maya Hotels prides itself on fostering a culture of inclusivity and opportunity, providing employees with comprehensive benefits and a clear path for professional advancement. For more information about Maya Hotels, visit www.mayahotels.com.

We are currently seeking a dynamic Front Desk Agent/Guest Service Representative for our Hampton Inn & Suites Charlotte-Arrowood location. This position is crucial as the first point of contact for our guests, responsible for delivering friendly, professional, and efficient service. The role involves handling guest check-ins and check-outs, managing reservations, addressing inquiries, and resolving any guest concerns to ensure a memorable stay. This is an excellent opportunity for individuals passionate about hospitality who thrive in fast-paced environments and aim to work with top-tier hotel brands.

As a Front Desk Agent at Maya Hotels, you will be instrumental in maintaining the seamless operation of the front desk and contributing to the overall guest satisfaction. You will manage bookings, coordinate with housekeeping and other departments to fulfill guest requests, and ensure compliance with hotel safety and security protocols. Your role will also include administrative responsibilities such as handling transactions, maintaining records, and generating daily operational reports. If you possess strong interpersonal skills, attention to detail, and a proactive approach to problem-solving, you will fit perfectly into our team.

Maya Hotels values work-life balance and offers competitive compensation packages accompanied by performance-based bonuses. Employees benefit from medical, dental, and vision insurance, 100% employer-paid life insurance, voluntary life and AD&D insurance, short-term disability, and critical illness coverage. Additionally, we provide a 401K retirement plan with employer contributions, paid time off (PTO), employee referral programs, and discounts on hotel stays. Joining Maya Hotels means becoming part of a supportive family that encourages growth and development within the hospitality industry. Whether you are just starting your career or looking to advance, Maya Hotels offers an enriching and fulfilling workplace environment focused on success and guest satisfaction.

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 of time
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