Guest Service Agent

Village-Realty-Holdings,-LLC; Corolla (NC); On-site; USD 26,000 - 28,000; Full time

Job summary

Village Realty is seeking a full-time front desk agent in Corolla, NC to warmly welcome guests, handle check-in/out, and manage reservations. You''ll verify identities, process payments, and maintain guest records with accuracy, while coordinating with housekeeping and maintenance as needed.

The role requires strong hospitality skills, the ability to learn property-management systems, and flexible scheduling including evenings and weekends. Prior guest-service experience is preferred.

Qualifications

• High school diploma or equivalent required.
• Experience in hospitality, guest services, reservations, or related roles preferred.
• Ability to learn property-management and reservation systems quickly.
• A valid driver''s license may be required in some locations.

Responsibilities

• Welcome guests in person, by phone, text, email, or approved channels and provide courteous, timely assistance.
• Support guest arrivals and departures, including registration, identity or reservation verification, access instructions, keys or credentials, check-in/check-out procedures, and related documentation.
• Create, modify, and review reservations within delegated authority; confirm stay details, rates, policies, payments, special requests, and property or location information accurately.
• Respond to guest questions, requests, complaints, and service issues; coordinate with housekeeping, maintenance, operations, reservations, or leadership when needed.
• Process authorized payments, deposits, refunds, adjustments, and other front-desk transactions; follow cash-handling and payment documentation requirements.
• Maintain accurate guest profiles, reservation notes, incident records, shift logs, access information, and other front-desk documentation in Village Realty systems.
• Communicate property, amenity, transportation, event, and local-area information and provide recommendations.
• Monitor front-desk communications, arrivals, departures, open guest requests, access needs, and hand off to next shift.

Skills

Guest services

Reservations

Communication

Cash handling

Multitasking

MS Office

Conflict resolution

Education

High school diploma

Hospitality coursework

Tools

Property management system

Reservation systems

Payment systems

Email / messaging tools

CRM system

Job description

• Base Pay $19.00 - $20.00 / Hour
• Job Category 1
• Employee Type Full Time Non-Exempt

Description

• Welcome guests in person, by phone, text, email, or approved messaging channels and provide courteous, timely , and accurate assistance throughout the guest journey
• Support guest arrivals and departures, including registration, identity or reservation verification, access instructions, keys or credentials, check-in and check-out procedures, and related documentation
• Create, modify , and review reservations within delegated authority; confirm stay details, rates, policies, payments, special requests, and property or location information accurately.
• Respond to guest questions, requests, complaints, and service issues; resolve routine matters and coordinate promptly with housekeeping, maintenance, operations, reservations, or leadership when additional support is required.
• Process authorized payments, deposits, refunds, adjustments, and other front-desk transactions accurately; follow cash-handling, payment-card, fraud-prevention, and documentation requirements.
• Maintain accurate guest profiles, reservation notes, incident records, shift logs, access information, lost-and-found records, and other front-desk documentation in Village Realty systems.
• Communicate property, amenity, transportation, event, and local-area information and provide recommendations consistent with Village Realty service standards and current operating information.
• Monitor front-desk communications, arrivals, departures, open guest requests, access needs, and operational alerts; complete clear handoffs to the next shift or responsible team.
• Protect guest privacy, payment information, keys and access credentials, company assets, and confidential business information while following safety, security, and emergency procedures.

Decision Making and Scope

Primary decisions: May prioritize routine guest-service requests, provide standard information, complete authorized reservation or account updates, coordinate service recovery within established guidelines, and route operational needs to the appropriate team .

Escalation points: Escalate emergencies, safety or security concerns, suspected fraud, significant guest disputes, property damage, missing access credentials, payment disputes, privacy concerns, unusual refunds or compensation, and commitments outside delegated authority.

Financial or asset responsibility: Accountable for authorized guest payments and transactions, assigned cash or payment devices when applicable, keys and access credentials, front-desk equipment and supplies, and confidential guest, payment, and business information.

Requirements

Education: High school diploma or equivalent required. Hospitality, tourism, business, customer-service , or related coursework is preferred.

Experience: Previous hospitality, guest services, reservations, retail, customer-service , or related guest-facing experience preferred. Equivalent combinations of education and relevant experience may be considered.

Licenses and certifications: Maintain any location‑specific license, permit, or certification required by law or company policy. A valid driver license may be required if driving is an essential duty at the assigned location.

Technology: Ability to use property‑management and reservation systems, payment systems, email, messaging tools, Microsoft Office or similar applications, phones, and other front‑desk technology; ability to learn company systems quickly.

Other requirements: Ability to work a flexible hospitality schedule that may include early mornings, evenings, weekends, holidays, and overtime; communicate professionally with guests; handle confidential information; and remain composed during busy or challenging service situation

Preferred Qualifications

Vacation‑rental, hotel, resort, lodging, concierge, reservations, or other hospitality experience.

Demonstrated success delivering strong guest or customer service, resolving concerns, and maintaining accurate transactions and records.

Experience with property‑management or reservation systems, payment processing, guest messaging, local recommendations, or shift‑based operations.

Knowledge Skills and Abilities

Hospitality service standards, front‑desk procedures, reservations, arrivals and departures, guest communications, and service recovery.

Guest service, conflict resolution, professional communication, active listening, and de‑escalation.

Reservation and payment accuracy, cash or payment‑card procedures, keys and access control, documentation, and shift handoffs.

Organization, attention to detail, multitasking, time management, and accurate documentation in a fast‑paced guest‑service environment.

Ability to understand reservation details, policies, guest requests, account information, operational updates, and basic reports and take appropriate action .

Sound judgment, reliability, teamwork, service orientation, discretion, and calm response to urgent or emotionally charged guest situations.

Summary

Village Realty is a local property management, vacation rental and real estate sales firm managing over 950 exceptional Outer Banks rental properties, spanning from Corolla to Nags Head, as well as Manteo and Hatteras Island. Our mission is to create memorable and consistent experiences for our clients and customers and provide a rewarding environment for our employees.

Additional Information

• New Position or Replacement New Position
• Proposed Start Date two weeks after offer