Front Desk Agent/ Guest Services Rep

Maya Hotels; Charlotte (NC); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance (Employer Paid)

401K with Employer Contribution

Hotel Discounts

Paid Time Off

Bonuses

Job summary

Maya Hotels in Charlotte, NC is seeking a friendly Front Desk Agent/Guest Service Representative to welcome guests, handle check-ins and inquiries, and ensure a smooth arrival experience.

You will manage reservations, coordinate with housekeeping, handle cash and records, and assist guests with local attractions while maintaining security and professional service. This role offers growth within Maya Hotels' portfolio of brands.

Qualifications

• High school diploma or equivalent; hospitality education is a plus.
• 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.
• Attention to detail and multitasking in a fast-paced environment.

Responsibilities

• Greet guests warmly and provide a professional check-in/check-out experience.
• Assist guests with inquiries and local information; handle complaints promptly.
• Manage reservations, process bookings, verify details, and assign rooms.
• Maintain front desk organization, balance cash drawer, and file daily reports.
• Coordinate with housekeeping and other departments to ensure seamless guest experiences.
• Follow security protocols and protect guest privacy; respond to emergencies.
• Collaborate with team members and participate in training programs.

Skills

Customer Service

Communication

Multitasking

Cash Handling

Problem Solving

Hospitality

Education

High School Diploma

Tools

PMS Software

Job description

Hampton Inn & Suites Charlotte-Arrowood | 9110 Southern Pine Blvd., Charlotte, NC 28273

Join Maya Hotels and Take the Next Step in Your Career!

Are you a driven and Customer-oriented professional with a passion for hospitality? At Maya Hotels , we are seeking a dynamic Front Desk Agent/ Guest Service Representative to be the first point of contact for guests, delivering friendly, professional, and efficient service to create a welcoming and memorable experience. If you thrive in a fast-paced environment and enjoy working with top hospitality brands, this is the opportunity for you!

Why Join Maya Hotels?

Maya Hotels is a leading name in the hospitality industry, dedicated to providing exceptional guest experience. We are proud to represent multiple outstanding brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn and Aloft. Our commitment to excellence, coupled with our friendly and welcoming atmosphere, sets us apart in the market.

Learn more about us at www.mayahotels.com .

What We Offer:

• Medical, Dental and Vision Insurance.
• 100% Employer Paid Life Insurance.
• Voluntary Life and AD&D, STD, Accident and Critical Illness Insurance.
• Retirement Savings: 401K with Employer Contribution.
• Employee Perks: Employee Referral Program, hotel discounts, and more!
• Work-Life Balance: Paid Time Off (PTO).
• Competitive salary and performance-based bonuses.
• Career growth opportunities within the Maya Hotels family.
• A supportive and friendly work environment.
• The chance to work with ten well-respected hotel brands.

Job Description:

Essential Duties and Responsibilities:

Guest Service:

• 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.

Reservations & Bookings:

• 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.

Administrative Tasks:

• 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.

Safety & Security:

• 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.

Team Collaboration:

• 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.

Education, Skills and Abilities:

Education:

High school diploma or equivalent; additional education in hospitality is a plus.

Experience:

Previous experience in customer service, hospitality, or hotel front desk operations preferred.

Communication Skills:

Strong interpersonal and verbal communication skills to engage with guests in a professional manner.

Problem-Solving & Conflict Resolution:

Ability to think quickly and resolve guest issues efficiently.

Attention to Detail & Multitasking:

Ability to work accurately and efficiently in a fast-paced environment.

Technical Skills:

Proficiency in computer systems, hotel reservation software, and basic accounting principles.

Cash Handling Experience:

Familiarity with handling payments, processing transactions, and balancing a cash drawer.

Flexibility:

Ability to work various shifts, including evenings, weekends, and holidays.

Physical Requirements:

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.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any others job related duties assigned