Front Desk Agent/ Guest Services Rep

Hilton Garden Inn Gastonia; Gastonia (NC); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Employer Paid Life Insurance

Voluntary Life & AD&D

STD & Critical Illness Insurance

401K with Employer Contribution

Hotel discounts

Employee Referral Program

Paid Time Off (PTO)

Bonus potential

Career growth opportunities

Supportive work environment

Brand variety of 10 hotel brands

Job summary

Hilton Garden Inn Gastonia is seeking a Front Desk Agent/Guest Services Rep in Gastonia, NC. You will be the first point of contact for guests, delivering friendly, professional service during check-in and check-out and guiding them on local attractions and hotel facilities.

The role emphasizes strong communication, cash handling, multitasking, and the ability to resolve guest issues promptly in a fast-paced hospitality environment.

Qualifications

• High school diploma or equivalent required; hospitality education a plus.
• Previous customer service or hotel front desk experience preferred.
• Strong communication and problem-solving abilities; able to multitask in a fast-paced environment.

Responsibilities

• Greet guests warmly and provide professional check-in/check-out experiences.
• Assist guests with inquiries and information about facilities, amenities, and local attractions.
• Handle guest complaints promptly to ensure satisfaction.
• Manage reservations, bookings, and verify guest details across channels.
• Process transactions, balance cash drawer, and complete daily reports.

Skills

Interpersonal communication

Verbal communication

Customer service

Cash handling

Multitasking

Problem solving

Attention to detail

Technical skills

Flexibility

Education

High school diploma or equivalent

Hospitality education a plus

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Desk Agent/ Guest Services Rep

Full Time Sales Hilton Garden Inn Gastonia, Gastonia, NC, US

4 days ago Requisition ID: 4244

Salary Range: $13.50 To $16.50 Hourly

Hilton Garden Inn Gastonia | 444 Cox Rd - Gastonia, NC 28054

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.
• 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.

Ready to Join the Team?

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 by their supervisor.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Qualified individuals with disabilities who require reasonable accommodation to perform the essential functions of the job should contact the Human Resources department.