Job Description

The Retreat on Charleston Peak is seeking an energetic, professional, and guest-focused Guest Service Agent to join our hospitality team. As the first and last point of contact for our guests, you will play a vital role in creating exceptional experiences by providing warm, friendly, and efficient service throughout every stage of the guest journey.

If you have a passion for hospitality, enjoy helping others, and thrive in a fast-paced environment, we'd love to hear from you!

Position Summary

The Guest Service Agent is responsible for welcoming guests, processing arrivals and departures, managing reservations, answering guest inquiries, handling payments, and ensuring every guest receives outstanding service. Successful candidates are dependable, organized, professional, and committed to exceeding guest expectations.

Essential Job Duties

• Greet every guest with a warm, professional, and welcoming attitude.
• Process guest check-ins and check-outs accurately and efficiently.
• Verify guest information, collect payment, and issue room keys.
• Manage reservations, modifications, cancellations, and room assignments.
• Answer incoming phone calls and respond to guest inquiries promptly.
• Provide information regarding hotel amenities, dining, activities, and local attractions.
• Resolve guest concerns professionally while maintaining a positive guest experience.
• Coordinate with Housekeeping, Maintenance, Engineering, and other departments to ensure guest needs are met.
• Monitor room availability and communicate room status updates.
• Process cash, credit card, and electronic payment transactions accurately.
• Balance cash drawer and complete end-of-shift reports.
• Maintain confidentiality of guest information and comply with privacy standards.
• Respond appropriately to emergency situations and follow hotel safety procedures.
• Assist with special requests, VIP arrivals, and guest accommodations.
• Maintain a clean, organized, and professional front desk area.
• Follow all hotel policies, procedures, and brand service standards.
• Perform additional duties as assigned by management.

Qualifications

• Previous hotel front desk or customer service experience preferred.
• Experience with hotel property management systems (PMS) is a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask while maintaining attention to detail.
• Professional appearance and positive attitude.
• Basic computer proficiency, including Microsoft Office.
• Ability to handle confidential information responsibly.
• Strong organizational and time management skills.
• Must be dependable, punctual, and reliable.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to bend, reach, and use a computer and telephone throughout the shift.
• Ability to work in a fast-paced environment.

Schedule

This position requires flexibility and may include:

• Days
• Evenings
• Weekends
• Holidays
• Overtime as business demands require

Preferred Skills

• Hospitality experience
• Luxury guest service experience
• Cash handling experience
• Multitasking in a fast-paced environment
• Excellent telephone etiquette
• Strong attention to detail
• Team-oriented mindset
• Positive attitude with a passion for guest service

Benefits

We offer eligible employees:

• Competitive hourly pay
• Employee meal discounts
• Hotel discounts
• Paid training
• Paid time off (where applicable)
• Opportunities for career advancement
• Supportive and team-oriented work environment

If you are passionate about hospitality and nature, and committed to delivering memorable guest experiences, we encourage you to apply and become part of our team at The Retreat on Charleston Peak.