Guest Services Associate

Raines Company; Columbia (SC); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401K

PTO

Job summary

Raines Co. is seeking a Guest Services Associate in Columbia, SC to provide exceptional service to guests, handle inquiries, reservations, and check-ins, and ensure a welcoming experience.

You will work across departments, resolve guest concerns with urgency, and maintain a friendly, professional demeanor while supporting breakfast service and billing tasks as needed. Experience in hospitality and strong communication are preferred.

Qualifications

• Experience in customer service or guest-facing roles.
• Hospitality industry experience preferred.
• Proficient with Microsoft 365 or similar software.
• Minimum high school diploma or GED.

Responsibilities

• Ensure outstanding customer service at all times.
• Maintain a friendly, professional demeanor.
• Answer inquiries and accept hotel reservations.
• Resolve guest problems and complaints efficiently.
• Handle phone and in-person inquiries about reservations and information.
• Coordinate with housekeeping and maintenance.
• Prepare breakfast according to brand standards.
• Clean common areas and report issues.
• Assist with check-ins and billing as needed.
• Attend meetings as required.

Skills

Customer service

Communication

Multitasking

Microsoft 365

Education

High school diploma or equivalent

Tools

Microsoft 365

Job description

Raines Co. - Your Future is Now!

Position Summary

The Guest Services Associate is responsible for providing exceptional customer service to guests by assisting with inquiries, reservations, check-ins, and overall guest satisfaction. This role involves handling phone calls, responding to guest requests, resolving concerns, and ensuring a welcoming and positive experience. Strong communication, problem-solving, and multitasking skills are essential.

Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Essential Job Functions

• 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

Experience And Education

• 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

Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.

EEO/D/V