Front Desk Agent

Raines Company; Sugar Mountain (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401(k) plan

Generous PTO program

Job summary

A leading hospitality firm in Sugar Mountain is seeking a Front Desk Agent to provide outstanding customer service. The role involves greeting guests, handling inquiries, and efficiently managing reservations. Ideal candidates should have a background in customer service, particularly in the hospitality sector, and be proficient in Microsoft 365. This position offers benefits including medical coverage and opportunities for career advancement.

Qualifications

• Experience in customer service or guest-related positions.
• Preferred experience in hotels, restaurants, or hospitality industry.
• Proficient in Microsoft 365 or similar applications.
• Minimum High school diploma, GED, or equivalent

Responsibilities

• Greet guests in a courteous manner.
• Handle inquiries and reservations efficiently.
• Resolve guest problems and complaints promptly.
• Ensure outstanding customer service at all times.
• Maintain a friendly demeanor.
• Coordinate with housekeeping and other departments to meet guest needs
• Upsell room nights to increase occupancy and revenue
• Attend meetings as required

Skills

Customer service

Front-facing positions

Microsoft 365 proficiency

Education

High school diploma, GED, or equivalent

Tools

Microsoft 365

Job description

Raines Co. - Your Future is Now!

This position is described below. Raines Co. has grown into a fully integrated development, management, and investment company that operates the world’s leading hotel brands and boutique hotels.

Position Summary

The Front Desk Agent is responsible for greeting guests in a courteous and efficient manner, handling inquiries, checking guests in and out, and reserving rooms.

Benefits

Raines offers comprehensive Medical/Dental/Vision benefits, a 401(k) plan, a generous PTO program, and opportunities to advance within the company.

Essential Job Functions

• Ensure outstanding customer service at all times.
• Maintain a friendly, professional, cheerful, and courteous demeanor.
• Accurately answer inquiries from potential guests and accept hotel reservations.
• Consistently resolve guest problems and complaints efficiently with a sense of urgency.
• Respond to telephone and in‑person inquiries regarding reservations, hotel information, and guest concerns in a timely fashion.
• Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Resolve customer issues, complaints, and problems quickly and efficiently to maintain high customer satisfaction.
• Allocate rooms to expected arrivals while checking guests’ preferences and special requests.
• Build strong relationships and coordinate with all other departments (housekeeping, maintenance, etc.).
• Ensure phone calls, wake‑up calls, and messages for guests are handled promptly, efficiently, and professionally.
• Cross‑check all billing instructions to ensure they are correctly updated.
• Handle group arrivals and pre-register each guest.
• Ensure payments are made or on file for each guest, and that billing is routed correctly for groups.
• Complete cash transactions and maintain full responsibility for personal bank.
• Ensure front desk log (book or system) is read and updated.
• Ensure safety by following guest check‑in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Assist all departments in servicing the guests, especially during high volume periods.
• Attend meetings as required.

Experience and Education

• Experience in customer service, front‑facing, or other guest‑related positions
• Preferred experience in hospitality industry, hotels, restaurants, or similar roles
• Proficiency in Microsoft 365 or similar computer applications
• Minimum High school diploma, GED, or equivalent

Equal Opportunity Employer

Raines is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information, or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre‑Employment Background Check

Pre‑employment background check required.

Application Tips

We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.