Guest Services Agent

Guest Services AgentBe the welcome. Create the experience. Represent an iconic Charleston hotel.Holiday Inn Charleston - Riverview offers one of the most spectacular views in Charleston and an ideal home base for experiencing everything that makes the Lowcountry special.Conveniently located near Charleston's most iconic attractions, historic sites and institutions, our high-rise hotel has become a favorite for visitors and locals alike.But what truly makes a hotel memorable isn't just the view — it's the people.We're looking for an experienced Guest Services Agent who understands that exceptional hospitality goes far beyond checking someone in and handing them a key.You are the person who sets the tone for a guest's stay.You're the welcoming smile after a long day of travel. The knowledgeable local who can point a guest toward the perfect Charleston experience. The calm problem-solver when something doesn't go as planned. And the person who notices the little things that turn an ordinary hotel stay into one a guest remembers.If you genuinely enjoy taking care of people, anticipating needs and creating a superior guest experience, we want to meet you.The OpportunityAs a Guest Services Agent, you'll be at the heart of the guest experience.You'll welcome guests, manage arrivals and departures, assist with reservations and accounts, answer questions, resolve concerns and help ensure every guest feels genuinely cared for from the moment they arrive until the moment they leave.We're looking for someone who brings professionalism, confidence, warmth and hospitality to every interaction.Someone who doesn't simply follow a script — you read the guest.You understand that every traveler is different, and you know how to adjust your approach to meet the moment.What You'll DoCreate a warm, genuine and memorable welcome for every guest.Check guests in and out efficiently while maintaining a high level of personal service.Anticipate guest needs and proactively offer assistance whenever possible.Listen carefully to guest concerns and take ownership of finding solutions.Handle guest requests, questions and service recovery with professionalism and good judgment.Assist guests with reservations, room assignments, hotel services and local recommendations.Maintain accurate guest records and accounts.Process payments and handle cash accurately and responsibly.Promote hotel programs and services when appropriate.Monitor guest satisfaction and look for opportunities to exceed expectations.Communicate guest needs and important information to housekeeping, management and other departments.Maintain accurate room availability and communicate room status changes promptly.Answer telephone calls promptly and professionally.Deliver messages and requests to the appropriate team members in a timely manner.Maintain a clean, organized and professional Guest Services area.Follow hotel policies and procedures while using sound judgment when individual guest situations require flexibility.Protect guest privacy and maintain confidentiality at all times.Represent the hotel and NorthPointe Hospitality with professionalism, integrity and genuine Southern hospitality.What We're Looking ForHospitality Comes Naturally to YouYou enjoy interacting with people and genuinely want them to have a great experience.You Know How to Recover a Service FailureThings don't always go perfectly in hospitality. What matters is how we respond.You know how to listen, empathize, take ownership and find a solution that leaves the guest feeling heard and valued.You Have Exceptional Attention to DetailYou understand that getting the little things right matters — from an accurate reservation to a personalized welcome.You're Confident Under PressureYou can manage a busy lobby, ringing phones, multiple guest requests and changing priorities without losing your professionalism or your smile.You're a Problem SolverYou don't immediately say, "That's not my job."Instead, you think, "How can I help?"You're a Team PlayerGreat guest experiences don't happen at the front desk alone. You communicate well with Housekeeping, Maintenance, Management, Food & Beverage and every other department that contributes to the guest journey.The Experience We ValuePrior hotel experience is preferred, particularly experience in:Front DeskGuest ServicesLuxury or full-service hospitalityCustomer serviceConcierge servicesRestaurants or other high-touch service environmentsWe are especially interested in experienced customer-service professionals who understand the difference between serving a customer and creating an experience.QualificationsHigh school diploma or equivalent.Previous customer service or hospitality experience preferred.Strong verbal and written English communication skills.Professional and welcoming demeanor.Excellent interpersonal and problem-solving skills.Strong attention to detail.Ability to manage multiple priorities in a fast-paced environment.Comfortable handling cash and financial transactions.Basic mathematical proficiency.Computer proficiency, including Microsoft Office/Excel.Ability to work independently while remaining connected to the team.Flexibility to work a hotel schedule, including weekends and holidays.Why Join NorthPointe Hospitality?We believe the best guest experiences start with taking care of the people who create them.NorthPointe Hospitality offers a full package of benefits, including:401(k) with a fully vested employer matchHealth InsuranceVision InsuranceDental InsurancePaid Time Off (PTO)DailyPay optionWith DailyPay, eligible employees can make secure, instant transfers of earned wages for a fee before payday — 24/7/365, whenever and wherever they need it.Your Career. Your Guests. Your Impact.If you're an experienced customer-service professional who takes pride in making people feel welcome, solving problems and creating experiences that guests remember, this is your opportunity to make an impact.Join a vibrant, professional and hospitality-driven team at one of Charleston's most recognizable hotels.Come be more than the person behind the desk.Be the face of the hotel.Be the person guests remember.Be part of what makes Charleston hospitality exceptional.Join the Guest Services team at Holiday Inn Charleston - Riverview.BenefitsPaid time offHealth insuranceDental insuranceVision insurance401(k)401(k) matchingOther