Guest Experience Agent - Front Desk & Reservations

Aloft Wilmington; Wilmington (NC); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Competitive wages

Medical/Dental/Vision plans

Life insurance

401k with Company Match

Tuition assistance

Discounted room rates

Training & development

Job summary

Aloft Wilmington is seeking a Guest Service Representative to deliver outstanding service at the front desk. You will check guests in and out, manage reservations, handle special requests, and promptly resolve inquiries to ensure a welcoming experience throughout the stay.

Ideal candidates will have a high school diploma, strong communication skills, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma or equivalent preferred.
• Previous hospitality or customer service experience preferred.
• Strong communication and guest service skills.

Responsibilities

• Deliver exceptional guest service and create a welcoming experience.
• Check guests in/out, manage reservations, and handle special requests.
• Respond to guest inquiries and resolve concerns promptly and professionally.
• Process payments, cash transactions, and guest account charges accurately.
• Answer phone calls and provide information on hotel services and amenities.
• Monitor room availability and maintain accurate guest records.
• Maintain a clean and organized front desk and lobby area.
• Communicate guest feedback, maintenance needs, and operational updates.
• Follow all safety, security, and emergency procedures.

Skills

Customer service

Communication

Multitasking

Cash handling

Education

High school diploma

Tools

POS system

Reservation software

Job description

Aloft Wilmington is seeking a Guest Service Representative to deliver outstanding service at the front desk. You will check guests in and out, manage reservations, handle special requests, and promptly resolve inquiries to ensure a welcoming experience throughout the stay.

Ideal candidates will have a high school diploma, strong communication skills, and the ability to multitask in a fast-paced environment.