Guest Services Associate

Hampton Inn & Suites Speedway NC • Concord, NC

18h

About The Position

The Guest Services Associate provides exceptional customer service and supports guest satisfaction by assisting with inquiries, reservations, check-ins, requests, and concerns. The role responds to phone and in-person inquiries, handles calls and messages, resolves problems efficiently, and helps create a welcoming guest experience. The associate also prepares breakfast, maintains common areas, assists with billing and payments, receives and checks deliveries, and coordinates with other hotel departments. This role requires strong communication, problem-solving, and multitasking skills.

Requirements

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

Nice To Haves

• Pep Experience is preferred but not required.
• Experience in hospitality, hotels, restaurants, or similar roles is preferred.

Responsibilities

• Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
• Answer inquiries from potential guests and accept hotel reservations accurately.
• 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 in accordance with 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 items against 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 to ensure they are correctly updated.
• Ensure guest payments are made or on file and group billing is routed correctly.
• Complete cash transactions and maintain responsibility for a personal bank.
• Assist all departments with guest service, 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
• Career Level: Entry Level
• Education Level: High school or GED