Guest Service Rep - Eastgate Hotel, BW Signature Collection

Job Description

Job Description

Front Desk Agent (Guest Service)

This hotel is professionally managed by Ignite Hotels, a hospitality management company operating select-service and extended-stay properties across multiple states. Ignite Hotels combines disciplined operations with genuine hospitality, emphasizing teamwork, accountability, and delivering memorable guest experiences across its portfolio.

About the Role

The Front Desk Agent is the first and last impression of the hotel. This role delivers outstanding guest service, supports check-in/check-out, and assists with daily front office operations.

Essential Functions

• Greet guests warmly and provide efficient check-in and check-out services.

• Handle guest questions, requests, and concerns in a professional and timely manner.

• Process reservations, room assignments, and payment transactions accurately.

• Follow cash handling procedures and front office policies.

• Maintain brand, product, and service standards at the front desk and lobby.

• Coordinate with housekeeping and maintenance to meet guest needs.

• Answer phones, manage emails, and respond to guest inquiries.

• Support loyalty programs and local marketing initiatives as directed.

• Maintain cleanliness and organization of the front desk and lobby area.

• Perform other duties as assigned.

This description is intended to outline the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may change based on business needs. Employees are expected to maintain professional conduct and uphold company standards of service and integrity at all times.

Qualifications

Experience

• Customer service or hospitality experience preferred (hotel front desk a plus).

Education

• High school diploma or GED required.

Skills & Abilities

• Friendly, professional communication skills with a service-first mindset.

• Ability to multitask and stay calm in a fast-paced environment.

• Basic computer skills; PMS experience (Opera, OnQ, Choice Advantage, etc.) a plus.

• Reliable, punctual, detail-oriented, and professional.

• Strong problem-solving and guest recovery skills.

Availability

• Scheduling may include evenings, weekends, and holidays based on operational needs.

Physical Requirements

• Ability to stand for extended periods and lift up to 50 pounds as needed.

Work Environment

This position operates in a hotel environment with frequent guest interaction and a fast-paced operational setting.

Reports To: Front Office Manager and/or other designated Company leadership

Employment is governed by applicable state and federal law.

Benefits for eligible employees may include health insurance coverage and paid time off. Certain positions may also be eligible for additional compensation consistent with Company policy and applicable law.

Employment may be contingent upon successful completion of background screening and/or drug testing consistent with applicable federal, state, and local law.

The employing entity for this position is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to legally protected status.