Front Desk Agent/ Guest Services Rep

Maya Hospitality Group•Mooresville, NC

3d•Onsite

About The Position

Maya Hotels is hiring a Front Desk Agent/ Guest Service Representative at Aloft in Mooresville, North Carolina. The role serves as the first point of contact for hotel guests, providing friendly, professional, and efficient service throughout their stay. The agent handles guest arrivals and departures, reservations, inquiries, and complaints; maintains accurate transaction and occupancy records; and coordinates with other departments to support a welcoming and safe guest experience. The position requires flexibility to work various shifts, including evenings, weekends, and holidays, and includes physical activity such as extended standing and lifting items up to 25 pounds. Employees may also be assigned other job-related duties by their supervisor. Maya Hotels is an equal opportunity employer and provides reasonable accommodation for qualified individuals with disabilities who need it to perform essential job functions.

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 payment handling, transaction processing, 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 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 professional, friendly check-in and check-out experience.
Respond to guest inquiries and requests and provide information about hotel facilities, amenities, and local attractions.
Handle guest complaints and resolve issues promptly.
Manage reservations, process online and phone bookings, verify guest details, and assign rooms based on guest preferences.
Stay informed about room availability, rates, and promotions.
Coordinate with housekeeping and other hotel departments to fulfill guest requests and support a seamless guest experience.
Keep the front desk clean, organized, and stocked with 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, redirect calls, or take messages.
Follow security protocols, verify guest identification, protect guest privacy, and secure guest information.
Monitor the lobby to maintain a safe and welcoming environment.
Respond to emergencies, such as medical incidents or fire alarms, according to established procedures.
Communicate and collaborate 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 and hotel discounts.
Paid time off (PTO).
Competitive salary and performance-based bonuses.
Career growth opportunities within Maya Hotels.
Supportive and friendly work environment.
Opportunity to work with ten hotel brands.