Hotel Guest Experience Specialist

TownePlace Suites Goldsboro; Goldsboro (NC); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Quarterly bonus

PTO and holidays

401k with employer match

DailyPay option

Hotel discounts

Job summary

LBA Hospitality is seeking a Guest Service Representative to welcome guests, handle reservations, and process payments with care for privacy and security. You’ll use the property-management system to ensure accurate billing and assist with loyalty programs while delivering exceptional service.

This on-site role may involve stepping in as Manager on Duty when assigned, requiring strong communication and problem-solving skills to resolve guest concerns and maximize revenue opportunities.

Qualifications

• Previous customer service, sales, reservations, or guest-relations experience preferred.
• High school diploma or equivalent preferred.
• Strong communication, problem-solving, conflict-resolution, and computer skills.

Responsibilities

• Welcome, register, and check out guests while protecting confidential information.
• Manage reservations, room assignments, cancellations, special requests, and loyalty-program participation.
• Answer telephone calls and provide accurate information about hotel services, rates, amenities, and the surrounding area.
• Operate the property-management system to post charges, prepare bills, collect payments, and balance transactions.
• Verify payment methods and complete cash, check, credit-card, and departmental reconciliation at the end of each shift.
• Promote hotel services, amenities, future reservations, and available room options.
• Identify potential sales opportunities and share leads with the appropriate team member.
• Resolve guest concerns professionally and document service-recovery efforts.
• Communicate special requests, late checkouts, maintenance needs, and other important information across departments and shifts.
• Maintain a clean, organized lobby, market, dining, and front-desk area.
• Follow all guest-privacy, safety, security, cash-handling, and emergency procedures.
• Assist housekeeping, laundry, food and beverage, or other departments when operational needs require.

Skills

Communication

Problem-solving

Conflict resolution

Computer skills

Education

High school diploma or equivalent

Job description

LBA Hospitality is seeking a Guest Service Representative to welcome guests, handle reservations, and process payments with care for privacy and security. You’ll use the property-management system to ensure accurate billing and assist with loyalty programs while delivering exceptional service.

This on-site role may involve stepping in as Manager on Duty when assigned, requiring strong communication and problem-solving skills to resolve guest concerns and maximize revenue opportunities.