Guest Service Agent

Horseshoe Bay Resort•Charlotte, NC

11d•Onsite

About The Position

The moment a guest walks through our doors, you have an opportunity to make them feel at home. We’re looking for a Guest Service Agent who understands that hospitality is about more than checking someone into a room. It's about creating a genuine connection, listening to what guests need, and making sure they leave feeling that they were truly taken care of. If you're friendly, confident, organized, and enjoy helping people, this is an opportunity to become an important part of our Front Office team.

Requirements

Ability to communicate effectively in English
Use a moderately complex computer system
Perform basic-to-moderately complex calculations accurately
Remain mobile throughout the Front Office
Establish strong working relationships with guests and associates
Professionalism
Courtesy
Respect
Adaptability
Punctuality
Willingness to learn

Nice To Haves

Friendly and welcoming — you genuinely enjoy meeting and helping people.
A great communicator — you know how to listen, explain, and connect with guests.
Calm under pressure — you can stay composed when the lobby gets busy, or a guest needs extra attention.
A problem-solver — you don't just identify a problem; you look for a solution.
Detail-oriented — especially when handling reservations, guest accounts, payments, and hotel information.
Professional and dependable — you understand that how you show up matters.
A team player — you're willing to pitch in and help your coworkers.
Adaptable — you're comfortable learning new systems, procedures, and ways to make the guest experience better.
Patient and diplomatic — you can handle challenging conversations while treating everyone with respect.
Guest-focused — you understand that the guest experience is at the heart of everything we do.
Smiles even when the lobby gets busy.
Can turn "I'm frustrated" into "Thank you for helping me."
Enjoys meeting people from different places and backgrounds.
Pays attention to the little details.
Knows that sometimes the best solution starts with simply listening.
Isn't afraid to ask questions and learn something new.
Jumps in when a teammate needs help.
Takes pride in being the person guests remember for making them feel welcome.

Responsibilities

Welcome every guest with a friendly, sincere, and professional greeting.
Listen carefully to guest requests and provide helpful, accurate information.
Assist guests with information about hotel outlets, services, local attractions, and surrounding areas.
Complete guest registration accurately and efficiently using the hotel computer system.
Confirm guest information, number of guests, room rates, and other reservation details.
Select appropriate rooms based on guest needs and hotel availability.
Prepare and issue electronic room keys and welcome materials.
Promote hotel and brand programs when appropriate.
Process check-ins and check-outs while ensuring a smooth and positive guest experience.
Verify credit card authorizations and accurately process payments.
Handle cash, make change, balance an assigned house bank, and process other forms of payment.
Post charges accurately to guest rooms and house accounts.
Answer telephone calls promptly and professionally.
Record and communicate guest messages accurately.
Assist guests with mail, small packages, and other requests.
Close guest accounts at checkout and take the opportunity to make sure guests are satisfied with their stay.
Listen to and resolve guest concerns with patience, professionalism, and good judgment.
Research problems and work with guests to find effective solutions.
Remain calm, alert, and professional during busy periods, unexpected situations, and emergencies.
Work closely with your Front Office teammates and other hotel departments to create a seamless guest experience.
Pitch in and support your coworkers whenever needed.
Perform other job-related duties as assigned.