Front Desk Guest Experience Agent

Kalyan Hospitality; Roanoke (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

Spark by Hilton Roanoke Hotel is seeking a Guest Service Agent to ensure an exceptional guest experience from arrival to departure. You will manage front desk operations, handle reservations, and address guest inquiries with professionalism.

The role emphasizes proactive problem resolution and accurate billing processes. Must be able to work either 7am-3pm or 3pm-11pm; overnight availability is a plus but not required.

Qualifications

• Prior customer service experience preferred.
• Basic math skills for billing and foreign currency handling.
• Clear and professional English communication.

Responsibilities

• Greet and welcome guests with a warm, professional first impression.
• Manage check-in and check-out using hotel systems.
• Address guest inquiries, requests, and complaints promptly.
• Process payments and foreign currency transactions securely.
• Coordinate with housekeeping and room service to meet guest needs.
• Maintain accurate guest and reservation records.
• Assist guests with special requests and local information.
• Assist with luggage as needed.

Skills

Front desk management

Hotel reservations

Billing

Customer service

Problem resolution

Multilingual communications

Tools

Billing software

Phone systems

Job description

Spark by Hilton Roanoke Hotel is seeking a Guest Service Agent to ensure an exceptional guest experience from arrival to departure. You will manage front desk operations, handle reservations, and address guest inquiries with professionalism.

The role emphasizes proactive problem resolution and accurate billing processes. Must be able to work either 7am-3pm or 3pm-11pm; overnight availability is a plus but not required.