Front Desk Specialist — Guest Experience & VIP Service

Aloft Hotels; Wilmington (NC); On-site; USD 17,000 - 22,000; Full time

Job summary

Aloft Wilmington Coastline Center is hiring a Front Desk Agent to deliver outstanding guest service at the main point of contact for guests. You will handle check-ins and check-outs, manage reservations, and assist guests with information about rooms, rates, and hotel amenities.

The role requires strong customer service skills, computer literacy, and the ability to work weekends and holidays. You will coordinate with housekeeping and respond to guest needs while maintaining Marriott standards.

Qualifications

• Previous hotel and Marriott-specific experience preferred.
• Must be available on holidays and weekends.
• Previous customer service experience required.
• Must have computer knowledge (Excel, Windows).
• Be aware of Marriott SOPs and Quality Assurance requirements.

Responsibilities

• Perform all check-in and check-out tasks.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and dates).
• Welcome guests on arrival and assign rooms
• Provide information about our hotel, rates and amenities.
• Respond to guests' complaints professionally and promptly.
• Coordinate with housekeeping to ensure rooms are clean and ready.
• Confirm group reservations and arrange services for VIPs and events.
• Upsell facilities and services when appropriate.
• Maintain records of bookings and payments.
• Handle accurate bank counts and shift information transfer.
• Fulfill other requests from managers.

Skills

Customer service

Computer skills

Weekend/holiday availability

Education

Alcohol awareness training certification

Tools

Excel

Job description

Aloft Wilmington Coastline Center is hiring a Front Desk Agent to deliver outstanding guest service at the main point of contact for guests. You will handle check-ins and check-outs, manage reservations, and assist guests with information about rooms, rates, and hotel amenities.

The role requires strong customer service skills, computer literacy, and the ability to work weekends and holidays. You will coordinate with housekeeping and respond to guest needs while maintaining Marriott standards.