Front Desk Agent - Residence Inn/Fairfield Inn

Midas Hospitality, LLC; Charlotte (NC); On-site; USD 19,000 - 28,000; Full time

Job summary

Midas Hospitality is seeking a Front Desk Agent / Guest Services Agent to join the hotel team. You will deliver outstanding guest service during check-in, stay, and check-out, serving as the face of the hotel with a friendly, professional demeanor.

Responsibilities include processing reservations, expanding loyalty program enrollment, and coordinating with housekeeping to ensure guest satisfaction. A flexible schedule is often needed in this fast-paced setting.

Qualifications

• Experience in customer service, hospitality, hotel, retail, or related fields preferred.
• Ability to provide exceptional guest service while maintaining professionalism in a fast-paced environment.
• Basic computer skills and ability to learn hotel PMS.

Responsibilities

• Greet guests with a friendly, professional attitude and complete efficient check-in/check-out.
• Process reservations, modifications, and cancellations per hotel standards.
• Maintain knowledge of room types, rates, packages, promotions, and availability.
• Promote loyalty programs to maximize room revenue and guest satisfaction.
• Accurately collect payments and post charges; follow cash handling procedures.
• Coordinate with housekeeping and other departments to meet guest needs.

Skills

Communication skills

Interpersonal skills

Problem-solving

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Job description

Front Desk Agent / Guest Services Agent

Start Your Journey with Midas Hospitality: Midas Hospitality is seeking a friendly, professional, and service-oriented Front Desk Agent / Guest Services Agent to join our hotel team. This role is responsible for creating exceptional first and last impressions for our guests by delivering outstanding customer service through check-in, stay, and check-out experience. The ideal candidate enjoys interacting with people, solving problems, and working in a fast-paced environment while maintaining a welcoming and professional atmosphere.

What You Will Be Doing

As a Front Desk Agent, you will be the face of the hotel and play a key role in ensuring exceptional guest experience while supporting daily Front Office operations.

• Welcome guests with a friendly and professional attitude while completing efficient check-in and check-out procedures.
• Process reservations, modifications, and cancellations according to hotel, brand, and company standards.
• Maintain knowledge of room types, rates, packages, promotions, and availability.
• Utilize suggestive selling techniques and participate in hotel programs to maximize room revenue and guest satisfaction.
• Accurately collect payments, post charges, process credit card transactions, and follow all cash handling procedures.
• Promote and enroll eligible guests into hotel loyalty and rewards programs.
• Respond to guest questions regarding hotel services, amenities, local attractions, dining options, and transportation.
• Resolve guest concerns and service challenges promptly while escalating issues when appropriate.
• Communicate effectively with housekeeping, maintenance, and other hotel departments to ensure guest needs are met.
• Maintain accurate front office records, shift reports, logs, and guest information.
• Complete daily Front Desk procedures including shift checklists, room status reviews, housekeeping communication, and report verification.
• Handle guest mail, packages, messages, and special requests according to hotel procedures.
• Maintain a clean, organized, and professional Front Desk and lobby area.
• Understand emergency procedures and assist during emergency situations as necessary.
• Follow all hotel safety policies, security procedures, and standard operating procedures.
• Complete additional assignments and projects as requested by hotel leadership.

What You Bring

Previous customer service, hospitality, hotel, retail, or related experience preferred but not required. High school diploma or equivalent preferred. Strong communication, interpersonal, and problem-solving skills. Ability to provide exceptional guest service while maintaining professionalism in a fast-paced environment. Basic computer skills and ability to learn hotel Property Management Systems (PMS). Experience handling cash, credit card transactions, and maintaining accurate records preferred. Ability to prioritize tasks, multitask, and adapt to changing guest and business needs. Ability to work a flexible schedule including mornings, evenings, overnight shifts, weekends, and holidays.

Physical Requirements

This position requires frequent standing, walking, reaching, bending, and repetitive use of hands throughout the workday. Candidates should be able to lift and move up to 25 pounds with or without reasonable accommodation. Work is performed primarily indoors within a hotel environment and may include moderate noise levels and occasional movement throughout the property.

About Midas Hospitality

Founded in 2006, Midas Hospitality is a leading hotel management, development, and investment company with a portfolio of over 40 hotels across 14 states and more than 1,000 associates. Through partnerships with Marriott, Hilton, and IHG, Midas Hospitality delivers exceptional guest experiences while building a people-first culture focused on growth, teamwork, and opportunity. At Midas Hospitality, our associates are the heart of our success. We are committed to creating an inclusive workplace where team members can develop their careers, make meaningful contributions, and be recognized for their achievements. Midas Hospitality is proud to be an Equal Opportunity Employer and maintains a drug-free workplace.