Guest Service Agent

Village-Realty-Holdings,-LLC; Nags Head (NC); On-site; USD 20,000 - 29,000; Full time

Job summary

Village Realty is seeking a Guest Services Agent to provide welcoming, responsive service before, during, and after guest stays at Outer Banks properties. You will assist with reservations, check-ins, and guest communications, while protecting guest information and processing front-desk transactions accurately.

Responsibilities include handling payments, maintaining guest records, and coordinating with housekeeping and maintenance to ensure smooth arrivals and departures.

Qualifications

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

Responsibilities

• Welcome guests in person, by phone, text, email, or approved channels with courteous, timely service.
• Assist arrivals and departures, including registration, verification, access instructions, and check-in/out.

Skills

Hospitality service

Customer service

Reservations

Cash handling

Communication

Education

High school diploma or equivalent

Tools

Property management system

Reservation system

Payment system

Microsoft Office

Job description

• Location 5301 S. CROATAN HWY,NAGS HEAD, NC, 27959,United States
• Base Pay $18.00 - $18.00 / Hour
• Job Category 1
• Employee Type Full Time Non-Exempt

Description

The Guest Services Agent delivers welcoming, responsive, and accurate service to Village Realty guests before, during, and after their stay. The role supports reservations, arrivals and departures, guest communications, payments, local recommendations, service requests, issue resolution, and coordination with operations and property teams while maintaining accurate records and protecting guest and company information.

• 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.

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.

Village Realty is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Village Realty makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Additional Information

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