Hotel Guest Services Representative

The hotel guest service agent is the primary face of the property, welcoming guests, managing the check-in and check-out process, handling reservations, processing payments, and resolving guest issues to ensure an exceptional hospitality experience.

Responsibilities

• Guest Reception: Welcome guests warmly, verify reservations, assign rooms, issue key cards, and explain hotel amenities and policies.
• Communications: Answer phone calls, route inquiries, manage messages, and schedule wake-up calls.
• Problem Resolution: Listen to guest complaints with empathy and provide fast, professional solutions.
• Concierge Duties: Share local knowledge about restaurants, transit, and attractions, and book local activities upon request.
• Department Coordination: Work closely with housekeeping and maintenance to report room readiness and handle special guest requests.
• Administrative Tasks: Accurately manage cash drawers, process credit card transactions, and maintain clear logs of daily shift activities.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Prior customer service or hotel experience is preferred.
• Soft Skills: Exceptional verbal communication, active listening, patience, and a friendly, positive demeanor.
• Hard Skills: Basic computer proficiency, familiarity with hotel property management systems (PMS), and cash-handling accuracy.
• Physical & Schedule Flexibility: Ability to stand for long periods and availability to work varied shifts, including nights, weekends, and holidays.

About the company

Nestled just 15 miles south of downtown Asheville, Hyatt Place Asheville Airport sits less than a mile from Asheville Regional Airport, making it a convenient home base for visitors to this exciting North Carolina destination. When you’re not dining at farm-to-table restaurants, hiking incredible trails through the Blue Ridge Mountains, or touring iconic Biltmore Estate.