Front Desk Agent/ Guest Services Rep

Maya Hospitality Group•Gastonia, NC

1d•Onsite

About The Position

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!

Requirements

High school diploma or equivalent; additional education in hospitality is a plus.
Previous experience in customer service, hospitality, or hotel front desk operations preferred.
Strong interpersonal and verbal communication skills to engage with guests in a professional manner.
Ability to think quickly and resolve guest issues efficiently.
Ability to work accurately and efficiently in a fast-paced environment.
Proficiency in computer systems, hotel reservation software, and 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 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.

Responsibilities

Greeting guests warmly upon arrival and provide a professional and friendly check-in/check-out experience.
Assist guests with inquiries, requests, and provide information about hotel facilities, amenities, and local attractions.
Handle guest complaints and resolve issues promptly to ensure guest satisfaction.
Manage hotel reservations, ensuring accuracy in the booking process.
Process online and phone reservations, verify guest details, and assign rooms based on preferences.
Stay informed on room availability, rates, and special promotions to provide accurate information to guests.
Work closely with housekeeping and other hotel departments to ensure seamless guest experiences.
Keep the front desk area 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 reports on occupancy, revenue, and guest requests, and communicate relevant information to hotel management.
Answer phone calls promptly and professionally, redirecting calls or taking messages as needed.
Follow hotel security protocols, including verifying guest identification, maintaining guest privacy, and securing guest information.
Monitor the lobby area to ensure a safe and welcoming environment for guests and employees.
Respond to emergency situations such as medical incidents or fire alarms by following established procedures.
Work closely with housekeeping, maintenance, and other hotel departments to ensure guest requests are fulfilled promptly.
Communicate effectively with team members to share information and resolve issues.
Participate in training programs and meetings to enhance job knowledge and skills.