Front Desk Agent/ Guest Services Rep

Holiday Inn Express Charlotte Airport | 108 Airport Commons Dr, Charlotte, NC 28208

We are always looking for people that have a heart for service to join our company. Maya Hotels owns and operates great brands from Hilton, Marriott, & IHG. We understand that creating a desired employee experience is key to helping us deliver exceptional guest experiences and become an employer of choice. We believe that if you take care of your employees, they will in turn take care of your customers and guests.

Position Summary: A hotel front desk agent serves as the face of the hotel, providing excellent customer service and ensuring guest satisfaction during their stay. They are responsible for greeting guests, managing reservations, checking guests in and out, and addressing any inquiries or concerns. The front desk agent plays a crucial role in creating a positive and welcoming atmosphere for hotel guests.

Responsibilities:

1. Guest Services:
   • Greet guests in a friendly and professional manner, providing a warm welcome upon arrival.
   • Check guests in and out of the hotel efficiently, following established procedures.
   • Assist guests with inquiries, requests, and provide information about hotel facilities, amenities, and local attractions.
   • Handle guest complaints and resolve issues promptly, ensuring guest satisfaction.
2. Reservations and Bookings:
   • Manage hotel reservations, ensuring accuracy and efficiency in the booking process.
   • Process online and phone reservations, verify guest information and assign rooms based on guest preferences.
   • Maintain knowledge of room availability, rates, and special promotions to provide accurate information to guests.
   • Collaborate with other hotel departments to ensure smooth check-in and check-out processes.
3. Administrative Tasks:
   • Maintain a neat and organized front desk area, ensuring it is stocked with necessary supplies.
   • Handle cash and credit card transactions, maintain accurate records, and balance the cash drawer at the end of each shift.
   • Complete daily reports, including occupancy, revenue, and guest requests, and communicate relevant information to the hotel management team.
   • Answer phone calls promptly and professionally, redirecting calls or taking messages as necessary.
4. Safety and Security:
   • Follow hotel security protocols, including verifying guest identification, ensuring guest privacy, and maintaining the confidentiality of guest information.
   • Monitor the lobby area, maintaining a safe and secure environment for guests and employees.
   • Respond to emergency situations, such as medical emergencies or fire alarms, by following established procedures and contacting the appropriate personnel.
5. Team Collaboration:
   • Collaborate with other hotel departments, such as housekeeping and maintenance, to ensure guest requests are fulfilled in a timely manner.
   • Communicate effectively with colleagues to share information and resolve any issues or concerns that may arise.
   • Participate in training programs and meetings to enhance job knowledge and skills.

Qualifications and Skills:

• High school diploma or equivalent; additional education in hospitality or related field is a plus.
• Previous experience in a customer service role, preferably in a hotel or hospitality environment.
• Excellent interpersonal and communication skills, with the ability to engage with guests in a friendly and professional manner.
• Strong problem-solving and conflict-resolution abilities.
• Attention to detail and the ability to multitask effectively in a fast-paced environment.
• Proficiency in computer systems and hotel software for reservations and guest management.
• Familiarity with cash handling procedures and basic accounting principles.
• Flexibility to work shifts, including evenings, weekends, and holidays.

This job description provides a general overview of the typical duties and responsibilities of a hotel front desk agent. Any other job duties as assigned by the direct supervisor.