Front Desk Agent/ Guest Services Rep

Maya Hospitality Group • Belmont, NC

6d • Onsite

About The Position

Maya Hotels is hiring a Front Desk Agent/Guest Services Representative at the Holiday Inn Express & Suites Arpt-Belmont in Belmont, North Carolina. The role is the first point of contact for guests and is responsible for providing friendly, professional, and efficient service throughout their stay. The agent handles guest check-in and check-out, reservations, questions and complaints, payment transactions, front-desk administration, and coordination with other hotel departments. The position also involves following safety and security procedures, responding to emergencies, and contributing to a welcoming and well-organized hotel environment.

The employer describes a supportive work environment and opportunities for career growth within Maya Hotels. Employees may be assigned other job-related duties by their supervisor. The company is an equal opportunity employer and states that reasonable accommodations are available for qualified individuals with disabilities who need them to perform the essential functions of the job.

Requirements

• High school diploma or equivalent.
• Strong interpersonal and verbal communication skills.
• Ability to think quickly and resolve guest issues efficiently.
• Attention to detail and ability to multitask accurately and efficiently in a fast-paced environment.
• Proficiency with computer systems and hotel reservation software.
• Knowledge of basic accounting principles.
• Familiarity with handling payments, processing transactions, and balancing a cash drawer.
• Ability to work various shifts, including evenings, weekends, and holidays.
• Ability to stand for extended periods.
• Frequent use of hands for typing, writing, bending, reaching, and handling office equipment or guest luggage.
• Ability to lift items weighing up to 25 pounds as needed.

Nice To Haves

• Additional education in hospitality.
• Previous experience in customer service, hospitality, or hotel front desk operations.

Responsibilities

• Greet guests and provide a friendly, professional check-in and check-out experience.
• Assist guests with inquiries and requests, and provide information about hotel facilities, amenities, and local attractions.
• Handle guest complaints and resolve issues promptly to support guest satisfaction.
• Manage hotel reservations and ensure booking information is accurate.
• Process online and phone reservations, verify guest details, and assign rooms based on preferences.
• Stay informed about room availability, rates, and special promotions.
• Coordinate with housekeeping and other hotel departments to support a seamless guest experience.
• Keep the front desk clean, organized, and stocked with necessary supplies.
• Handle cash and credit card transactions, maintain accurate records, and balance the cash drawer at the end of each shift.
• Complete daily occupancy, revenue, and guest-request reports, and communicate relevant information to hotel management.
• Answer phone calls promptly and professionally, redirecting calls or taking messages as needed.
• Follow security protocols, including verifying guest identification, protecting guest privacy, and securing guest information.
• Monitor the lobby to help maintain a safe and welcoming environment for guests and employees.
• Respond to emergencies, including medical incidents and fire alarms, by following established procedures.
• Work with housekeeping, maintenance, and other hotel departments to fulfill guest requests promptly.
• Communicate with team members to share information and resolve issues.
• Participate in training programs and meetings to improve job knowledge and skills.
• Perform other job-related duties assigned by a supervisor.

Benefits

• Medical, dental, and vision insurance.
• 100% employer-paid life insurance.
• Voluntary life and AD&D, short-term disability, accident, and critical illness insurance.
• 401(k) with employer contribution.
• Employee referral program.
• Hotel discounts.
• Paid time off (PTO).
• Competitive salary and performance-based bonuses.
• Career growth opportunities within Maya Hotels.
• Supportive and friendly work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED