Guest Services Associate

Position Summary The Guest Services Associate is responsible for providing exceptional customer service to guests by assisting with inquiries, reservations, check‑ins, and overall guest satisfaction. This role involves handling phone calls, responding to guest requests, resolving concerns, and ensuring a welcoming and positive experience. Strong communication, problem‑solving, and multitasking skills are essential. Company Overview 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, partners, and within the communities where we operate. Benefits We offer comprehensive Medical/Dental/Vision benefits, 401(k), 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 Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.) Prepares breakfast in accordance with Brand or Hotel standards Cleans common areas as needed or as assigned to include sweeping, mopping, and dusting Report any technical issues to maintenance Inventories breakfast items and provides order requirements to management Receives deliveries and ensure items delivered match paperwork, reporting any discrepancies to driver and management 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 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 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 Equal Opportunity Employer 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. Disclaimer This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Pre‑employment background check required. EEO/D/V #J-18808-Ljbffr