Front Desk Agent at the Residence Inn Raleigh Downtown

Summit Hospitality Group, Ltd.; Raleigh (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Summit Hospitality Group, Ltd. is seeking a Guest Service Representative in Raleigh, NC to deliver courteous, professional service at the front desk and support daily hotel operations.

The role focuses on guest requests, registrations, and accurate record-keeping to ensure memorable experiences. Responsibilities include shift reporting, room assignments, revenue-driven rate considerations, and collaboration with other departments to resolve issues and maintain hotel standards.

Qualifications

• Two years' experience as Front Desk Representative in a name-brand hotel.
• Strong leadership and communication skills.
• Ability to plan, organize, and prioritize tasks.
• Familiarity with FOSSE, Microsoft software, Excel, Toast, and Micros RMS.
• Proficient in basic computer repair and 10-key by touch.

Responsibilities

• Provide courteous, professional guest service at the front desk.
• Run shift reports and front office journals.
• Prepare daily arrivals and departures with attention to guest requests.
• Resolve computer issues during shifts and maintain system accuracy.
• Balance house bank and process guest payments.
• Assist with room assignments based on preferences.
• Answer questions about hotel facilities and local directions.
• Coordinate with other departments to ensure guest satisfaction.
• Maintain cleanliness of front desk, lobby, and back office.
• Support safety procedures and participate in hotel safety initiatives.
• Assist with setting up meeting rooms.

Skills

Oral & written communication

Leadership

Planning & organization

Prioritization & adaptability

Guest service experience

Computer troubleshooting

Tools

FOSSE

Microsoft Excel

Toast

Micros RMS

Windows OS

Job description

Raleigh, NC

SUMMIT HOSPITALITY GROUP: GUEST SERVICE REPRESENTATIVE JOB DESCRIPTION

SUMMARY: The Hotel Guest Service Rep. for Summit Hospitality Group is responsible for providing our guest with memorable service all while conducting various daily operations.

Daily operations consist of guest interaction by recording and communicating guest special requests and problems to appropriate department to ensure that they have been addressed in a timely and professional manner.

Prerequisites/ Qualifications

• Two (2) years previous experience as a Front Desk Rep. for a name brand hotel chain; preference for Marriott, Hilton, and Hyatt
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and quickly change direction as needs arise
• Working knowledge of FOSSE, Microsoft programming, Excel, Toast, and Micros Restaurant Management System
• Able to diagnose and repair simple computer problems
• Skilled in math and able to operate a 10 key by touch

Duties & Responsibilities

• Provide Customer Service to guests in an intelligent and professional manner
• Run shift reports/journals from Front Office Systems
• Prepare daily arrivals/departure reports with a strong focus on guest requests.
• Makes corrections and adjustments and handles all computer problems that might occur throughout the shift
• Reviews and corrects discrepancies in the Front Desk System
• Ensures complete guest satisfaction
• Completes Guest registration process
• Must be familiar with computer systems for Guest reservation information processing
• Must verify and imprint Guest credit cards for authorization
• Must be well versed in cash handling and accurately balance house bank
• Assigns guests rooms based upon preferences and availability
• Drives the Revenue Management process by selling rooms at various rates
• Handles Guest issues and concerns in a tactful manner and works to achieve a satisfactory resolution
• Answers questions in regards to hotel facilities and services
• Answers the telephone and books reservations
• Answers Guest inquiries for local directions/events
• Recommends local area restaurants, points of interest, or needs for transportation
• Maintains cleanliness of front desk, lobby, and back office
• Follows up promptly with Guest check-ins, complaints, and other requests
• Interacts in a professional manner with other departments and employees to ensure a good working relationship and hospitable atmosphere for Guests
• Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity
• Participates in Hotel Safety Committee
• Ensures the Quality Standards for the hotel brand and Summit Hospitality Group are maintained for Property, Product, and People
• Duties are subject to change and additional duties may be assigned as needed
• Able to drive Company’s Vehicle for Guests Transportation to/from
• Assists with setting up meeting rooms

Work Environment

• Flexible work schedule including weekends; this position is referred to as first or second shift.
• Able to lift 50 lbs
• Valid Driver’s license
• Sitting, standing, reaching, and bending for extended periods of time