Front Desk Concierge & Guest Experience Lead - Flex Hours

Summit Hospitality Group, Ltd.; Charlotte (NC); On-site; USD 29,000 - 42,000; Full time

Job summary

Summit Hospitality Group is seeking a diligent Guest Service Representative to deliver memorable guest experiences at our property. You will handle front desk duties, process registrations, assist with reservations, and respond to guest needs with professionalism.

Ideal candidates have front desk experience with name-brand hotels, strong communication skills, and the ability to balance cash, manage a busy lobby, and coordinate with other departments to ensure guest satisfaction.

Qualifications

• Two (2) years experience as Front Desk Rep. for a name-brand hotel chain preferred (Marriott, Hilton, Hyatt)
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and adapt quickly to needs
• Working knowledge of FOSSE, Microsoft Office, Excel, Clover, 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

Responsibilities

• Provide Customer Service to guests professionally and intelligently
• Run shift reports/journals from Front Office Systems
• Prepare daily arrivals/departure reports with focus on guest requests
• Make corrections/adjustments and resolve computer problems during shift
• Review/correct discrepancies in the Front Desk System
• Ensure complete guest satisfaction and accurate guest registration
• Handle guest credit card verification and authorization
• Maintain cash handling accuracy and balance house bank
• Assign guest rooms by preferences/availability and support revenue management
• Address guest issues to achieve satisfactory resolutions
• Answer questions about hotel facilities and services
• Take reservations by phone and book accommodations
• Assist guests with local directions/events and recommendations
• Maintain front desk, lobby, and back office cleanliness
• Follow up on check-ins, complaints, and requests
• Collaborate with other departments to maintain hospitable atmosphere
• Understand emergency procedures and participate in Safety Committee
• Uphold Quality Standards for the hotel and Summit Hospitality Group
• Duties may change and other duties may be assigned
• Assist with guest transportation and meeting room setup

Skills

Customer service

Communication skills

Leadership

Organizational ability

Prioritization & adaptability

Cash handling & math

Tools

FOSSE

Microsoft Office

Excel

Clover

Micros RMS

Job description

Summit Hospitality Group is seeking a diligent Guest Service Representative to deliver memorable guest experiences at our property. You will handle front desk duties, process registrations, assist with reservations, and respond to guest needs with professionalism.

Ideal candidates have front desk experience with name-brand hotels, strong communication skills, and the ability to balance cash, manage a busy lobby, and coordinate with other departments to ensure guest satisfaction.