Front Desk Agent - FT

Asheville Zelda Dearest; Asheville (NC); On-site; USD 2,066,000 - 2,480,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Paid time off

Room discounts

Employee discounts

Job summary

Zelda Dearest is seeking a Guest Service Agent to be the first and last friendly face for guests. You will welcome visitors, handle check-in/check-out, and provide personalized service to ensure a memorable stay in our Asheville boutique hotel.

You will answer questions about attractions, coordinate with hotel teams, and assist guests with reservations and payments. A positive attitude and strong communication are essential for success.

Qualifications

• High school diploma preferred.
• Prior hospitality or customer service experience encouraged.
• Strong English communication and active listening skills.

Responsibilities

• Greet guests with warm, personalized hospitality.
• Check-in and check-out efficiently and accurately.
• Escort guests to rooms and provide walking directions.
• Answer questions about the hotel, local attractions, and events.
• Handle reservations, room assignments, and guest requests.
• Resolve guest concerns with professionalism and empathy.
• Coordinate with Housekeeping, Maintenance, and F&B teams.
• Process payments and maintain accurate guest records.
• Answer calls and emails in a professional manner.
• Maintain a clean, organized front desk area.
• Uphold Zelda Dearest brand standards.

Skills

Communication skills

Interpersonal skills

Attention to detail

Multitasking

Customer service

Problem solving

Education

High school diploma

High school diploma preferred

Tools

PMS software

Job description

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.At Zelda Dearest, hospitality is personal.Inspired by the spirit of Zelda Fitzgerald, our boutique hotel offers guests an experience that is elegant, unexpected, and genuinely welcoming. We believe every interaction has the opportunity to create a lasting impression, and we're looking for Guest Service Agents who share our passion for exceptional hospitality.If you love connecting with people, solving problems, and creating unforgettable guest experiences, we'd love to meet you.What You'll DoAs a Guest Service Agent, you'll be the first and last impression of Zelda Dearest. You'll welcome guests with warmth, anticipate their needs, and ensure every stay exceeds expectations.Responsibilities include:Greeting guests with genuine, personalized hospitalityCompleting guest check-in and check-out efficiently and accuratelyProvide personalized service while walking guests to their guest room.Answering questions about the hotel, Asheville attractions, restaurants, and local eventsHandling reservations, room assignments, and guest requestsResolving guest concerns professionally and with empathyCoordinating with Housekeeping, Maintenance, and Food & Beverage teams to ensure seamless guest experiencesProcessing payments and maintaining accurate guest recordsAnswering phone calls and responding to emails professionallyMaintaining a clean, organized, and inviting front desk environmentUpholding Zelda Dearest and Small Luxury Hotels brand standardsWhat We're Looking ForPrevious hotel, hospitality, or customer service experience preferredExcellent communication and interpersonal skillsPositive attitude and genuine passion for hospitalityStrong attention to detailAbility to multitask in a fast-paced environmentComfortable using hotel property management systems (experience with Hilton systems is a plus but not required)Flexible schedule, including evenings, weekends, and holidaysProfessional appearance and demeanorWhy You'll Love Working HereWork in one of Asheville's most distinctive boutique hotelsJoin a supportive, passionate team that values creativity and exceptional serviceEmployee discounts in the Hilton networkCompetitive payPaid time off and holiday benefits (for eligible employees)Health, dental, and vision insurance (for eligible employees)401(k) with company match (for eligible employees)Who We AreZelda Dearest is a boutique luxury hotel inspired by the glamour, creativity, and adventurous spirit of Zelda Fitzgerald. Located just steps from downtown Asheville, our thoughtfully restored historic homes offer guests a one-of-a-kind experience where exceptional service meets timeless charm.We believe hospitality is about making every guest feel genuinely welcomed, cared for, and inspired.If you're ready to be part of something unique, we'd love to hear from you.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. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.KNOWLEDGE, SKILLS & ABILITIESThe Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicableAny combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.Prior hospitality experience preferred, but not required.Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.Ability to read, listens, and communicates effectively in English, both verbally and in writing.Ability to access and accurately input information using a moderately complex computer system.Hearing and visual ability to observe and detect signs of emergency situations.PHYSICAL DEMANDSAbility to stand and move throughout front office and continuously performs essential job functions.Stand 95% of shiftLifting up to 25 pounds maximum.Occasional twisting, bending, stooping, reaching, standing, walking.Frequent talking, hearing, seeing and smiling.Benefits401(k)Disability insuranceEmployee assistance programHealth insuranceLife insurancePaid time offRoom DiscountsEmployee Food and Beverage DiscountsEEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.