Guest Services Associate

Guest Services Associate

The Guest Services Associate is primarily responsible for checking hotel guests in and out courteously and providing information to guests and visitors. This position processes all payments according to established hotel requirements, ensures that procedures are completed to the hotel's standards, and assists wherever necessary to deliver optimum guest service.

Essential Duties and Responsibilities

The following is a representative list of duties and is not exhaustive. Other duties may be assigned.

Guest Check-In and Check-Out

• Provide excellent customer service to arriving and departing guests and owners.
• Check guests in and out and make reservations and confirmations.
• Efficiently maintain daily organization of the front desk operation.

Payment Processing and Procedures

• Process all payments according to established hotel requirements, including cash and credit card handling procedures.
• Follow PAH Management operational policies and procedures, including safety and security standards, to consistently exceed guest expectations.

Guest Communication and Service

• Communicate with guests and co-workers, receive and transmit mail, phone, and written messages, and relay pertinent information using logbooks.
• Provide information to guest and visitor inquiries; coordinate all guest requests for special arrangement of services, and courteously and efficiently inform guests of hotel services, features, and room amenities.
• Assist with guest issues with professionalism, maintaining a hospitable attitude.
• Perform other duties as assigned by the Front Office Manager.

What You Bring

Required:

• High school diploma or equivalent required.
• Customer service experience required, preferably in a hotel or related field.
• Ability to multitask, remain detail-oriented, and stay service-centric in a fast-paced position with constant guest interaction.
• Ability to evaluate and select among alternative courses of action quickly and accurately, and to work well in stressful, high-pressure situations.
• Ability to communicate information and ideas clearly, and to effectively listen to and understand the concerns and issues raised by co-workers and guests.

Preferred:

• Previous front desk or guest services experience in a hotel or related hospitality setting.
• Experience with hotel property management systems (PMS).

Work Environment and Physical Requirements

• This position is based on property in Charlotte, NC.
• Must be available to work a flexible schedule, including evenings, weekends, and holidays as needed.
• Ability to lift, pull, and push moderate weight (minimum of 20 lbs.); ability to bend, lift, and remain standing or walking for the entire shift.
• Fast-paced front desk environment with constant guest interaction; must work well under pressure.

Compensation and Benefits

Compensation: PAH Management offers a competitive base salary/pay commensurate with experience.

Benefits include:

• Medical, Dental, and Vision Insurance
• Short-Term and Long-Term Disability
• 401(k) Retirement Plan
• Term Life and AD&D Insurance
• Employee Incentive Program
• Voluntary Life Insurance (self, spouse, and child)
• Hotel Stay Perks (Marriott and Hilton programs)
• Accident, Critical Illness, and Hospital Indemnity Insurance
• Educational Reimbursement
• Paid Time Off
• Manager in Training Program (where applicable)

About PAH

PAH Management is a Dallas-based hotel ownership and management company operating a portfolio of select-service properties across multiple states under Marriott and Hilton brands. We are dedicated to developing a culture that places associates first while becoming America's preferred hotel management company.

Equal Opportunity EmployerPhoenix American Hospitality Management, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.