Front Desk Agent/ Guest Services Rep

Front Desk Agent/Guest Service Representative

Join Maya Hotels and Take the Next Step in Your Career!

Are you a driven and customer-oriented professional with a passion for hospitality? At Maya Hotels, we are seeking a dynamic Front Desk Agent/Guest Service Representative to be the first point of contact for guests, delivering friendly, professional, and efficient service to create a welcoming and memorable experience. If you thrive in a fast-paced environment and enjoy working with top hospitality brands, this is the opportunity for you!

Maya Hotels is a leading name in the hospitality industry, dedicated to providing exceptional guest experience. We are proud to represent multiple outstanding brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn and Aloft. Our commitment to excellence, coupled with our friendly and welcoming atmosphere, sets us apart in the market.

What We Offer:

• Medical, dental and vision insurance.
• 100% employer paid life insurance.
• Voluntary life and AD&D, STD, accident and critical illness insurance.
• Retirement savings: 401K with employer contribution.
• Employee perks: employee referral program, hotel discounts, and more!
• Work-life balance: paid time off (PTO).
• Competitive salary and performance-based bonuses.
• Career growth opportunities within the Maya Hotels family.
• A supportive and friendly work environment.
• The chance to work with ten well-respected hotel brands.

Job Description:

Essential Duties and Responsibilities:

Guest Service:

• Greeting guests warmly upon arrival and providing a professional and friendly check-in/check-out experience.
• Assisting guests with inquiries, requests, and providing information about hotel facilities, amenities, and local attractions.
• Handling guest complaints and resolving issues promptly to ensure guest satisfaction.

Reservations & Bookings:

• Managing hotel reservations, ensuring accuracy in the booking process.
• Processing online and phone reservations, verifying guest details, and assigning rooms based on preferences.
• Staying informed on room availability, rates, and special promotions to provide accurate information to guests.
• Working closely with housekeeping and other hotel departments to ensure seamless guest experiences.

Administrative Tasks:

• Keeping the front desk area clean, organized, and stocked with necessary supplies.
• Handling cash and credit card transactions, maintaining accurate records, and balancing the cash drawer at the end of each shift.
• Completing daily reports on occupancy, revenue, and guest requests, and communicating relevant information to hotel management.
• Answering phone calls promptly and professionally, redirecting calls or taking messages as needed.

Safety & Security:

• Following hotel security protocols, including verifying guest identification, maintaining guest privacy, and securing guest information.
• Monitoring the lobby area to ensure a safe and welcoming environment for guests and employees.
• Responding to emergency situations such as medical incidents or fire alarms by following established procedures.

Team Collaboration:

• Working closely with housekeeping, maintenance, and other hotel departments to ensure guest requests are fulfilled promptly.
• Communicating effectively with team members to share information and resolve issues.
• Participating in training programs and meetings to enhance job knowledge and skills.

Education, Skills and Abilities:

• Education: High school diploma or equivalent; additional education in hospitality is a plus.
• Experience: Previous experience in customer service, hospitality, or hotel front desk operations preferred.
• Communication Skills: Strong interpersonal and verbal communication skills to engage with guests in a professional manner.
• Problem-Solving & Conflict Resolution: Ability to think quickly and resolve guest issues efficiently.
• Attention to Detail & Multitasking: Ability to work accurately and efficiently in a fast-paced environment.
• Technical Skills: Proficiency in computer systems, hotel reservation software, and basic accounting principles.
• Cash Handling Experience: Familiarity with handling payments, processing transactions, and balancing a cash drawer.
• Flexibility: Ability to work various shifts, including evenings, weekends, and holidays.

Physical Requirements:

• Ability to stand for extended periods of time.
• Frequent use of hands for typing, writing, bending, reaching and handling office equipment or guest luggage.
• Ability lifting items up to 25lbs as needed.

Ready to Join the Team?

Apply today by submitting your resume detailing your relevant experience to show us why you're the perfect fit for Maya Hotels. We look forward to welcoming you to the Maya Hotels Family!

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Qualified individuals with disabilities who require reasonable accommodation to perform the essential functions of the job should contact the Human Resources department.