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Front Desk Agent/ Guest Services Rep
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... Show More
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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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