Guest Experience Advocate - Front Desk Specialist

Position Summary The Front Desk Agent is responsible for greeting guests in a courteous and efficient manner, handling inquires, checking‑in/out, and reserving rooms. 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 Uses suggestive selling techniques to sell room nights, increase occupancy and revenue Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service Allocates rooms to expected arrivals after checking the guests preferences and special requests Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.) 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 Handles group arrivals and pre‑registers each guest 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 Ensures Front desk log (book or system) is read and updated Ensures safety by following guest check‑in and security procedures and reporting suspicious activity to security, manager, or MOD 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. EEO Statement Raines is proud to be an 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. Pre‑employment background check required.

EEO/D/V