Guest Service Agent

Kimpton Hotels & Restaurants - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Accommodation

About the position

The Guest Service Agent plays a crucial role in providing exceptional service to guests at Kimpton Hotels & Restaurants. This position involves managing guest registration and check-out processes, handling PBX operations, and ensuring that all guest interactions are warm and personal. The agent is expected to create memorable experiences for guests, fostering relationships that encourage repeat visits.

Responsibilities

• Review arrivals noting special requests and blocking rooms as needed.
• Check in and out hotel guests in a confident, professional, and friendly manner.
• Answer all phone calls promptly and knowledgeably, ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
• Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, and special requests.
• Follow established key control policy and ensure proper credit policies are followed.
• Submit all lost & found articles with a completed report.
• Open, secure, and balance out daily shift bank, verifying cash, check, and credit card transactions.
• Verify credit limit report and monitor room availability throughout the day.
• Review daily selling status of the hotel using yield management system.
• Attend department meetings once a month.
• Communicate with other departments via telephone and/or radio.

Requirements

• High school diploma or GED required.
• Previous experience in a Front Desk or customer-facing role is preferred.
• Knowledge of the immediate area, services, attractions, and events.
• Flexible schedule, able to work evenings, weekends, and holidays.
• Ability to work well under pressure during busy arrivals and departures.
• Familiarity with hotel systems and operations, with accurate data entry skills.

Nice-to-haves

• Experience in a boutique hotel environment.
• Bilingual skills to assist a diverse clientele.

Benefits

• Employee discounts on hotel stays and dining.
• Opportunities for professional development and career growth.
• A supportive and inclusive work environment.