Guest Services Agent

Job Summary

We are seeking a dedicated and service-oriented Guest Services Agent to join our team and provide exceptional guest experiences at our reservation center. As the first point of contact for many guests, you will play a critical role in ensuring every interaction reflects our commitment to hospitality excellence. This position is ideal for someone passionate about customer service, enjoys working in a fast-paced environment, and takes pride in delivering friendly, helpful, and knowledgeable support.

Responsibilities

• Deliver welcoming, friendly, and personalized service to guests while maintaining a professional demeanor.
• Address guest inquiries and resolve concerns promptly and effectively.
• Coordinate with resort staff to fulfill guest requests using hospitality systems, including phone and property management software.
• Maintain thorough knowledge of resort policies, amenities, services, and rates.
• Perform administrative and audit tasks such as reviewing booking charts and processing adjustments.
• Support the reservations team by handling calls, answering questions, and providing detailed information.
• Provide personalized recommendations by developing knowledge of resort features and offerings.
• Help ensure a smooth and enjoyable guest experience from pre-arrival through check-out.

Requirements

• Customer Service Excellence: A passion for hospitality and delivering exceptional service.
• Professional Experience: Previous experience in a hotel or resort guest service or front desk role.
• Strong Communication: Excellent phone etiquette and interpersonal skills.
• Organizational Skills: Detail-oriented and capable of managing multiple tasks efficiently.
• Accountability: Dependable, self-motivated, and takes ownership of assigned responsibilities.
• Tech Proficiency: Comfortable using Excel, Google Docs/Sheets, phone systems, and hospitality software; adaptable to new technologies.
• Professionalism: Maintains a polished and courteous presence in all interactions.
• Education: High school diploma or equivalent required.

Skills

• Hospitality & Guest Relations
• Customer Service
• Phone Etiquette & Reservations Systems
• Problem Solving & De-escalation
• Communication & Collaboration
• Time Management

Schedule

• Part-time
• Weekend availability is required
• Additional hours may vary based on business needs

Experience

• Guest relations: 2 years (Required)

Location Requirements

• Ability to commute: Davidson, NC 28036 (Required)
• Ability to relocate: Davidson, NC 28036: Relocate before starting work (Required)
• Work Location: In person