Guest Experience Agent — Front Desk

Kalyan Hospitality; Charlottesville (VA); On-site; USD 28,000 - 38,000; Full time

Job summary

Holiday Inn Express Charlottesville is seeking a Hotel Guest Service Agent to be the first point of contact for guests, delivering welcoming, seamless service from check-in to check-out. You will manage reservations, handle inquiries, and resolve issues to maintain high guest satisfaction.

Responsibilities include coordinating with housekeeping, processing payments, and providing information on local attractions, ensuring a smooth guest experience at every touchpoint.

Qualifications

• High school diploma or equivalent.
• Previous experience in customer service or hospitality preferred but not required.
• Basic computer skills, including familiarity with reservation and payment processing systems.
• Strong communication skills in English, both verbal and written.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Greet guests upon arrival and provide efficient check-in and check-out services.
• Manage room reservations, cancellations, and modifications using the hotel’s property management system.
• Respond promptly and courteously to guest inquiries, requests, and complaints, ensuring resolution to their satisfaction.
• Coordinate with housekeeping and maintenance teams to ensure rooms are ready and any issues are addressed quickly.
• Process payments accurately and maintain records of guest accounts and transactions.
• Provide guests with information about hotel amenities, local attractions, and transportation options.
• Maintain a clean and organized front desk area and ensure compliance with hotel policies and procedures.

Skills

Strong communication

Customer service

Problem-solving

Multilingual abilities

English proficient

Education

High school diploma or equivalent

Tools

Reservation system

POS systems

Basic computer skills

Job description

Holiday Inn Express Charlottesville is seeking a Hotel Guest Service Agent to be the first point of contact for guests, delivering welcoming, seamless service from check-in to check-out. You will manage reservations, handle inquiries, and resolve issues to maintain high guest satisfaction.

Responsibilities include coordinating with housekeeping, processing payments, and providing information on local attractions, ensuring a smooth guest experience at every touchpoint.