Front Desk Agent

Raines Company; Waynesville (NC); On-site; USD 19,286 - 24,796; Full time

Job summary

Raines Company in Waynesville, NC seeks a Front Desk Agent to warmly greet guests, manage check-ins/outs, and reserve rooms. You will handle inquiries, answer calls, and promote hotel services while delivering courteous service.

The role requires excellent communication, attention to detail, and a team-oriented approach to ensure guest satisfaction and smooth operations at the front desk.

Qualifications

• Experience in customer service roles.
• Hospitality industry experience preferred.
• Proficient in Microsoft 365 or similar computer applications.
• Minimum high school diploma, GED or equivalent.

Responsibilities

• Greet guests and handle inquiries, check-in/out, and reservations.
• Use suggestive selling techniques to increase room nights and revenue.
• Coordinate with housekeeping, maintenance, and other departments to service guests.
• Process cash transactions and maintain accurate billing and payments for guests.
• Ensure front-desk log and guest records are up to date and accurate.
• Respond to guest concerns promptly and resolve issues effectively.
• Attend meetings as required.

Skills

Customer service

Communication

Education

High school diploma or GED

Tools

Microsoft 365

Job description

Position Summary

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

Essential Job Functions

• Ensures outstanding customer service at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Resolves customer issues, complaints, and problems quickly and efficiently to maintain a high level of customer satisfaction and quality service
• Allocates rooms to expected arrivals after checking the guest’s preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake‑up calls and messages for guests are handled in a prompt, efficient and professional manner
• Cross‑checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and pre-registers each guest
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank
• Ensures front‑desk log (book or system) is read and updated
• Ensures safety by following guest check‑in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

Experience And Education

Experience in customer service, forward‑facing, or other guest‑related positions.

Experience in the hospitality industry—hotels, restaurants or similar—preferred.

Proficient in Microsoft 365 or similar computer applications.

Minimum high school diploma, GED or equivalent.

Equal Opportunity Employer

We are 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 required.