Guest Experience Specialist - Hotel Reservations

Raines Co; Concord (NC); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401K

Generous PTO

Job summary

Raines Co. is seeking a Guest Services Associate to deliver exceptional guest service for inquiries, reservations, check-ins, and overall satisfaction. The role emphasizes friendly, professional conduct, problem solving, and multitasking across hotel operations.

The ideal candidate will have customer service experience, hospitality exposure, and proficiency with Microsoft 365. A high school diploma or GED is required, with opportunities to advance within the company.

Qualifications

• Prior experience is preferred but not required.
• Experience in customer service, forward-facing, or other guest-related positions
• Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred
• Proficient in Microsoft 365 or similar computer applications
• Minimum High school diploma, GED or equivalent

Responsibilities

• Ensures Outstanding customer service at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Prepares breakfast in accordance with Brand or Hotel standards
• Cleans common areas as needed or as assigned to include sweeping, mopping, and dusting
• Report any technical issues to maintenance
• Inventories breakfast items and provides order requirements to management
• Receives deliveries and ensure items delivered match paperwork, reporting any discrepancies to driver and management
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Cross checks all billing instructions to ensure they are correctly updated
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

Skills

Customer service

Problem solving

Multitasking

Communication

Education

High school diploma / GED

Tools

Microsoft 365

Job description

Raines Co. is seeking a Guest Services Associate to deliver exceptional guest service for inquiries, reservations, check-ins, and overall satisfaction. The role emphasizes friendly, professional conduct, problem solving, and multitasking across hotel operations.

The ideal candidate will have customer service experience, hospitality exposure, and proficiency with Microsoft 365. A high school diploma or GED is required, with opportunities to advance within the company.