Guest Service Agent

Crescent Hotels & Resorts; Charlotte (NC); On-site; USD 18,000 - 25,000; Full time

Job summary

Crescent Hotels & Resorts in Charlotte, NC, seeks a Guest Service Agent to welcome guests, manage front desk operations, and help create memorable stays. You will greet guests, handle check-ins/outs, answer questions, and coordinate with hotel outlets and other departments to ensure a smooth experience.

The role emphasizes friendly communication, accurate registrations, cash handling, problem-solving, and teamwork.

Qualifications

• Friendliness and a welcoming demeanor when greeting guests.
• Excellent listening, speaking, and interpersonal skills.
• Ability to stay calm under pressure during busy periods.
• Strong problem-solving approach to guest concerns.
• Attention to details in reservations, payments, and records.
• Professionalism and dependable presence on shift.
• Willingness to collaborate with front desk and other teams.
• Adaptability to new systems and procedures.
• Patience and diplomacy in guest conversations.
• Guest-focused attitude with a service mindset.

Responsibilities

• Greet guests with a friendly, sincere, and professional welcome.
• Listen to guest requests and provide accurate information.
• Inform guests about outlets, services, attractions, and area.
• Register guests accurately using the hotel system.
• Verify guest details, rates, and reservation specifics.
• Assign rooms based on needs and availability.
• Create and issue electronic keys and welcome materials.
• Promote hotel programs when appropriate.
• Check in/out efficiently and ensure a positive experience.
• Process payments, verify authorizations, and handle cash.
• Post charges to rooms and accounts.
• Answer calls promptly and professionally.
• Communicate guest messages clearly.
• Assist with mail, packages, and other requests.
• Close accounts at checkout and confirm guest satisfaction.
• Resolve guest concerns with patience and good judgment.
• Investigate issues and find effective solutions with guests.
• Remain calm during busy times and emergencies.
• Collaborate with Front Office and other departments for a seamless experience.
• Support coworkers as needed.
• Perform other duties as assigned.

Skills

Friendly

Great communicator

Calm under pressure

Problem-solver

Detail-oriented

Professional and dependable

Team player

Adaptable

Patient and diplomatic

Guest-focused

Job description

Description

Be the Welcome. Create the Experience. Make Their Stay Memorable.

The moment a guest walks through our doors, you have an opportunity to make them feel at home.

We're looking for a Guest Service Agent who understands that hospitality is about more than checking someone into a room. It's about creating a genuine connection, listening to what guests need, and making sure they leave feeling that they were truly taken care of.

If you're friendly, confident, organized, and enjoy helping people, this is an opportunity to become an important part of our Front Office team.

What You'll Do

• 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 take the opportunity to make sure 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, unexpected situations, and emergencies.
• Work closely with you Front Office teammates and other hotel departments to create a seamless guest experience.
• Pitch in and support your coworkers whenever needed.
• Perform other job-related duties as assigned.

The role combines guest service, front-desk operations, technology, cash handling, communication, and problem-solving.

What We're Looking For

We're looking for someone who is:

• Friendly and welcoming - you genuinely enjoy meeting and helping people.
• A great communicator - you know how to listen, explain, and connect with guests.
• Calm under pressure - you can stay composed when the lobby gets busy, or a guest needs extra attention.
• A problem-solver - you don't just identify a problem; you look for a solution.
• Detail-oriented - especially when handling reservations, guest accounts, payments, and hotel information.
• Professional and dependable - you understand that how you show up matters.
• A team player - you're willing to pitch in and help your coworkers.
• Adaptable - you're comfortable learning new systems, procedures, and ways to make the guest experience better.
• Patient and diplomatic - you can handle challenging conversations while treating everyone with respect.
• Guest-focused - you understand that the guest experience is at the heart of everything we do.

The position requires the ability to communicate effectively in English, use a moderately complex computer system, perform basic-to-moderately complex calculations accurately, remain mobile throughout the Front Office, and establish strong working relationships with guests and associates.

Why Join Our Front Office Team?

Because no two guests-and no two days-are exactly alike.

One moment you're welcoming a family arriving for vacation. The next, you're helping a business traveler get settled, answering a question about the area, or turning a frustrated guest's experience around.

You have the opportunity to make someone's day better every time you step behind the desk.

You'll gain valuable experience in:

Guest Relations * Hospitality * Problem Solving * Hotel Operations * Reservations * Cash Handling * Communication * Teamwork

And you'll be surrounded by a team that understands that great hospitality starts with how we treat people.

The Kind of Person Who Thrives Here

You might be the perfect fit if you're the person who:

Smiles even when the lobby gets busy.

Can turn "I'm frustrated" into "Thank you for helping me."

Enjoys meeting people from different places and backgrounds.

Pays attention to the little details.

Knows that sometimes the best solution starts with simply listening.

Isn't afraid to ask questions and learn something new.

Jumps in when a teammate needs help.

Takes pride in being the person guests remember for making them feel welcome.

Every associate is a guest-relations ambassador, and our Front Office team plays a particularly important role in creating that positive experience. Professionalism, courtesy, respect, adaptability, punctuality, and a willingness to learn are essential to the role.

Ready to Be the Face of Our Hotel?

If you're passionate about people, hospitality, and creating experiences that guests remember, we'd love to meet you! Whether you're an experienced hotel professional or someone ready to take the next step in your hospitality career, we're looking for someone who brings energy, personality, professionalism, and a genuine desire to help.

Bring your smile. Bring your personality. Bring your hospitality.

Apply Today!

Join our Front Office team and help us turn every arrival into a warm welcome and every stay into an experience worth remembering.

Qualifications

Behaviors

Dedicated - Devoted to a task or purpose with loyalty or integrity

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review Know Your Rights notice from the Department of Labor.