Guest Services Associate

Hampton Inn & Suites Speedway NC • Concord, NC

1d

About The Position

The Guest Services Associate provides customer service to hotel guests by assisting with inquiries, reservations, check-ins, and guest needs. The role handles phone calls and in-person requests, responds to concerns, resolves complaints, and helps create a welcoming experience. It also includes preparing breakfast, cleaning common areas, reporting maintenance issues, handling deliveries and inventory, managing guest billing and payments, and supporting other departments during busy periods. The position requires strong communication, problem-solving, and multitasking skills. A pre-employment background check is required.

Requirements

• Experience in customer service, a forward-facing role, or another guest-related position.
• Proficiency in Microsoft 365 or similar computer applications.
• High school diploma, GED, or equivalent.
• Pre-employment background check required.

Nice To Haves

• Experience in the hospitality industry, such as hotels, restaurants, or similar settings, in various roles.
• Pep experience is highly recommended but not required.

Responsibilities

• Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
• 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 and complaints efficiently, demonstrating urgency and maintaining customer satisfaction and service quality.
• Build 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 ordering requirements to management.
• Receive deliveries, verify that delivered items match paperwork, and report discrepancies to the driver and management.
• Handle guest phone calls, wake-up calls, and messages promptly, efficiently, and professionally.
• Cross-check billing instructions for accuracy and 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.

Benefits

• Medical, dental, and vision benefits.
• 401(k).
• Generous paid time off program.
• Opportunities to advance a career within the company.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED