Guest Experience Specialist - Front Desk & Reservations

HAMPTON INN - KERNERSVILLE; Kernersville (NC); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Quarterly bonus

Paid time off (PTO) and holidays

401k with employer match

DailyPay option

Hotel discounts

Job summary

Hampton Inn - Kernersville is seeking a Guest Service Representative to manage front-desk activities, handle reservations and payments, and support hotel revenue. This on-site role may serve as Manager on Duty when assigned.

The ideal candidate will have strong communication, problem-solving, and computer skills, with the ability to multitask in a fast-paced environment, including evenings, weekends, and holidays.

Qualifications

• Prior guest services or reservations experience preferred.
• High school diploma or equivalent preferred.
• Strong communication, problem-solving, conflict-resolution, and computer skills.
• Dependable, detail-oriented, and able to manage multiple priorities professionally.

Responsibilities

• Welcome, register, and check out guests while protecting confidential information.
• 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

Communication

Problem solving

Time management

Education

High school diploma or equivalent

Tools

Property management system (PMS)

Job description

Hampton Inn - Kernersville is seeking a Guest Service Representative to manage front-desk activities, handle reservations and payments, and support hotel revenue. This on-site role may serve as Manager on Duty when assigned.

The ideal candidate will have strong communication, problem-solving, and computer skills, with the ability to multitask in a fast-paced environment, including evenings, weekends, and holidays.