Guest Experience Specialist – Front Desk

The Crescent Hotels Group; Charlotte (NC); On-site; USD 26,000 - 38,000; Full time

Job summary

The Crescent Hotels Group is seeking a Guest Service Agent in Charlotte, NC. You will welcome guests, manage registrations, and help with local information to ensure memorable stays. This role emphasizes hospitality, accuracy, and strong communication while collaborating with the Front Office team.

Ideal candidates are friendly, organized, and capable of handling challenging situations with professionalism. Join us to contribute to exceptional guest experiences and daily hotel operations.

Qualifications

• Strong communication skills in English and the ability to listen carefully.
• Ability to explain information clearly and connect with guests.
• Attention to detail in handling registrations, payments, and hotel information.

Responsibilities

• Welcome every guest with a friendly, sincere, and professional greeting.
• Listen carefully to guest requests and provide helpful, accurate information.
• Assist guests with information about hotel outlets, services, local attractions, and surrounding areas.
• Complete guest registration accurately and efficiently using the hotel computer system.
• Confirm guest information, number of guests, room rates, and other reservation details.
• Select appropriate rooms based on guest needs and hotel availability.
• Prepare and issue electronic room keys and welcome materials.
• Promote hotel and brand programs when appropriate.
• Process check-ins and check-outs while ensuring a smooth and positive guest experience.
• Verify credit card authorizations and accurately process payments.
• Handle cash, make change, balance an assigned house bank, and process other forms of payment.
• Post charges accurately to guest rooms and house accounts.
• Answer telephone calls promptly and professionally.
• Record and communicate guest messages accurately.
• Assist guests with mail, small packages, and other requests.
• Close guest accounts at checkout and ensure guests are satisfied with their stay.
• Listen to and resolve guest concerns with patience, professionalism, and good judgment.
• Research problems and work with guests to find effective solutions.
• Remain calm, alert, and professional during busy periods and emergencies.
• Work closely with Front Office teammates and other hotel departments to create a seamless guest experience.

Skills

Friendly & Welcoming

Great Communicator

Calm Under Pressure

Problem Solver

Detail Oriented

Professional & Dependable

Team Player

Adaptable

Patient & Diplomatic

Guest-Focused

Job description

The Crescent Hotels Group is seeking a Guest Service Agent in Charlotte, NC. You will welcome guests, manage registrations, and help with local information to ensure memorable stays. This role emphasizes hospitality, accuracy, and strong communication while collaborating with the Front Office team.

Ideal candidates are friendly, organized, and capable of handling challenging situations with professionalism. Join us to contribute to exceptional guest experiences and daily hotel operations.