Guest Services Associate

Hampton Inn & Suites Speedway NC•Concord, NC

13h

About The Position

The Guest Services Associate provides exceptional customer service by assisting guests with inquiries, reservations, check-ins, and overall satisfaction. The role handles phone calls and guest requests, resolves concerns, and helps ensure a welcoming and positive guest experience. It requires strong communication, problem-solving, and multitasking skills. Raines Co. is a family-owned development, management, and investment company established in 1988. It develops, operates, and owns hotel brands and boutique hotels, and describes its culture as family-oriented and focused on relationships with associates, partners, and communities. The role may include preparing breakfast, cleaning common areas, receiving deliveries, handling payments, and supporting other departments during busy periods. A pre-employment background check is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma, GED, or equivalent.
Experience in customer service, forward-facing, or other guest-related positions.
Proficiency in Microsoft 365 or similar computer applications.
Pass a pre-employment background check.

Nice To Haves

Pep Experience is highly recommended but not required.
Experience in the hospitality industry, including hotels, restaurants, or similar roles.

Responsibilities

Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
Accurately answer inquiries from potential guests and accept hotel reservations.
Respond promptly to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Resolve guest problems, complaints, and other customer issues efficiently and with a sense of urgency.
Build strong relationships and coordinate with other departments, including housekeeping and maintenance.
Prepare breakfast according to brand or hotel standards.
Clean common areas as needed or assigned, including sweeping, mopping, and dusting.
Report technical issues to maintenance.
Inventory breakfast items and provide order requirements to management.
Receive deliveries, verify delivered items against paperwork, and report discrepancies to the driver and management.
Handle phone calls, wake-up calls, and guest messages promptly, efficiently, and professionally.
Cross-check billing instructions to ensure they are correctly updated.
Ensure payments are made or on file for each guest and group billing is routed correctly.
Complete cash transactions and maintain responsibility for a personal bank.
Assist all departments in serving guests, especially during high-volume periods.
Attend meetings as required.