Guest Experience Specialist – Front Desk & Reservations

LBA Hospitality; Carolina Beach (NC); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Quarterly bonus

PTO & holidays

401k with employer match

DailyPay

Hotel discounts

Competitive wages

Job summary

LBA Hospitality seeks a Guest Service Representative to welcome guests, check in/out, handle reservations, and answer questions at the front desk. You will balance multiple requests with a smile and promote hotel services, while safeguarding guest information.

You will process payments, assist with loyalty programs, and coordinate with other departments to ensure a seamless guest experience across shifts. This on-site role includes opportunities for growth and revenue-supporting selling

Qualifications

• Previous customer service, sales, reservations, or guest-relations experience preferred.
• High school diploma or equivalent preferred.
• Strong communication, problem-solving, conflict-resolution, and computer skills.
• Dependable, trustworthy, detail-oriented, and able to manage multiple priorities professionally.

Responsibilities

• Welcome, register, and check out guests while protecting confidential information and accommodating requests when possible.
• Manage reservations, room assignments, cancellations, special requests, and guest loyalty-program participation.
• Answer telephone calls and provide accurate information about hotel services, rates, amenities, and the surrounding area.
• Operate the property-management system to post charges, prepare bills, collect payments, and balance transactions.
• Verify payment methods and complete cash, check, credit-card, and departmental reconciliation at the end of each shift.
• Promote hotel services, amenities, future reservations, and available room options.
• Identify potential sales opportunities and share leads with the appropriate team member.
• Resolve guest concerns professionally and document service-recovery efforts.
• Communicate special requests, late checkouts, maintenance needs, and other important information across departments and shifts.
• Maintain a clean, organized lobby, market, dining, and front-desk area.
• Follow all guest-privacy, safety, security, cash-handling, and emergency procedures.
• Assist housekeeping, laundry, food and beverage, or other departments when operational needs require.

Skills

Customer service

Sales

Reservations

Guest relations

Communication

Problem solving

Conflict resolution

Computer skills

Multitasking

Dependable

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Job description

LBA Hospitality seeks a Guest Service Representative to welcome guests, check in/out, handle reservations, and answer questions at the front desk. You will balance multiple requests with a smile and promote hotel services, while safeguarding guest information.

You will process payments, assist with loyalty programs, and coordinate with other departments to ensure a seamless guest experience across shifts. This on-site role includes opportunities for growth and revenue-supporting selling