Guest Service Representative/Night Auditor

Brandt Hospitality Group; Charlotte (NC); On-site; USD 28,000 - 36,000; Full time

Job summary

A leading hospitality company in Charlotte is seeking a Guest Service Representative who will be the first and last impression for guests. This role involves check-in/check-out and requires strong customer service skills. Ideal candidates will have Marriott/FOSSE experience and be able to work independently or as part of a team. The position offers a dynamic environment with various responsibilities, including managing guest interactions and cash transactions. Join a team that values genuine care for customers and provides numerous benefits.

Benefits

PTO with immediate accrual

Access 50% of wages prior to payday

Discounts on car rentals, travel, entertainment

Worldwide hotel discounts

Health, dental, and vision insurance

401(k) plan with immediate match

Double time pay for holidays worked

Qualifications

• Knowledge of front desk operations and guest services.
• Ability to work independently and as part of a team.
• Proficient in English; additional languages are a plus.

Responsibilities

• Ensure every guest is greeted and welcomed upon arrival.
• Book guest hotel reservations and register guests.
• Assist in resolving guest complaints and manage cash drawer.

Skills

Customer Service

Communication

Mathematical Aptitude

Teamwork

Education

High School diploma or GED

Tools

MS Office

Marriott/FOSSE

Job description

Guest Service Representative

As a Guest Service Representative, you are the first and last impression on our guests. You are responsible for check-in, check-out, front desk operations, market sales, and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and surrounding areas. If you are friendly, personable, and have a talent for connecting with individuals from all walks of life, this may be just the job for you! THIS POSITION involves a combination of daytime front desk and night audit shifts. Prior experience with Marriott/FOSSE and Marriott brand experience, with open availability, is required.

Responsibilities

1. Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
2. Book guest hotel reservations.
3. Register guests to the hotel, verifying reservation details, personal information, and securing payment information.
4. Answer and route calls appropriately; take guest messages accurately.
5. Promote the brand loyalty program and provide recognition and benefits to members.
6. Anticipate guests’ needs and respond in a timely, efficient, and friendly manner.
7. Assist in resolving guest complaints regarding service or accommodations, escalating to management if necessary.
8. Manage cash drawer contents and transactions during shifts.
9. Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
10. Process all market and retail transactions for guests.
11. Assist with handling mail and electronic communications; provide guests with information about hotel facilities and local attractions.
12. Maintain appropriate market inventory levels, restocking as needed.
13. Handle confidential guest information with integrity.

Qualifications

1. High School diploma or GED required.
2. Knowledge of front desk operations, guest services, and hotel services.
3. Proficient in English; additional languages are a plus in a multicultural environment.
4. Ability to work independently and as part of a team.
5. Proficient computer skills, including MS Office; knowledge of brand operating systems preferred.
6. Effective tact and understanding in customer service, especially in stressful situations.
7. Mathematical aptitude at high school level; knowledge of cash handling procedures and computerized cash register systems.
8. Genuine care for customers and colleagues.
9. Comfortable communicating with diverse backgrounds and organizational levels.
10. Ability to work in a fast-paced environment.
11. Marriott/FOSSE experience required.

Benefits

• PTO with immediate accrual
• Access 50% of wages prior to payday
• Discounts on car rentals, travel, entertainment, etc.
• Worldwide hotel discounts
• Health, dental, and vision insurance
• Life/AD&D and supplemental life insurance
• Voluntary benefits including critical illness, accident, hospital indemnity, short-term disability, and legal options
• Employer-sponsored long-term disability
• 401(k) plan with immediate match
• Double time pay for holidays worked
• Health Savings Account
• Employee Assistance Program (EAP)
• Dependent Care FSA