Hotel Guest Service Agent

Job Description

Job Description

We are looking for a Guest Services Agent/Front Desk Associate to make clients feel welcome and ensure their pleasant and comfortable stay at our hotel. Responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms, and informing them about the hotel’s facilities, ensuring stellar customer service and providing memorable hospitality experiences for our guests.

If you have previous hospitality experience and are familiar with hotel procedures, like reservations and check-in/check-out processes, we’d like to meet you. Our ideal candidate will have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

We are currently looking to fill (1) full-time opening with open availability. Candidates must be able to work varied shifts to include weekends and holidays as business demands dictate.

$17 per hour

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Promptly address guests’ requests
• Actively listen to and resolve complaints
• Ensure guests with special needs receive personalized services
• Coordinate and manage communication between guests and staff, and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences, and programs offered
• Liaise with Housekeepers and F&B Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks, and check on progress
• Recommend local tourist spots, including places to dine and shop
• Establish friendly relationships with regular hotel clients

• Proven work experience as a Guest Service Agent/Front Desk or similar role with Hilton-brand experience preferred
• Hands-on experience with Hotel Management software (On-Q, a plus)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills, along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• Experience: Customer service: 1 year (Preferred), Hotel: 1 year (Preferred), Front desk: 1 year (Preferred)

Our lakeside hotel is located in Charlotte, NC, a half-mile from The University of North Carolina at Charlotte and steps from The Shoppes at University Place. PNC Music Pavilion and the Charlotte Motor Speedway are 10 minutes away. Features include a seasonal outdoor pool, patio seating with fire pits, a café serving Starbucks coffee, an on-site restaurant/bar, 20,000 square feet of meeting/event space, a 24-hour fitness center, and walking trails. Since 1987, Hilton Charlotte University Place has continued to welcome guests from all over the world for meetings, conventions, social gatherings, weddings, and more!