Front Desk Agent/ Guest Services Rep

**Hilton Garden Inn Steele Creek | 4936 Trojan Dr., Charlotte, NC 28278** Join Maya Hotels and Take the Next Step in Your Career! Are you a driven and Customer-oriented professional with a passion for hospitality? At **Maya Hotels**, we are seeking a dynamic **Front Desk Agent/ Guest Service Representative** to be the first point of contact for guests, delivering friendly, professional, and efficient service to create a welcoming and memorable experience. If you thrive in a fast-paced environment and enjoy working with top hospitality brands, this is the opportunity for you! **Why Join Maya Hotels?** Maya Hotels is a leading name in the hospitality industry, dedicated to providing exceptional guest experience. We are proud to represent multiple outstanding brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn and Aloft. Our commitment to excellence, coupled with our friendly and welcoming atmosphere, sets us apart in the market. Learn more about us at www.mayahotels.com. **What We Offer:** - Medical, Dental and Vision Insurance. - 100% Employer Paid Life Insurance. - Voluntary Life and AD&D, STD, Accident and Critical Illness Insurance. - Retirement Savings: 401K with Employer Contribution. - Employee Perks: Employee Referral Program, hotel discounts, and more! - Work-Life Balance: Paid Time Off (PTO). - Competitive salary and performance-based bonuses. - Career growth opportunities within the Maya Hotels family. - A supportive and friendly work environment. - The chance to work with ten well-respected hotel brands. **Job Description:** **Essential Duties and Responsibilities:** **Guest Service:** - Greeting guests warmly upon arrival and provide a professional and friendly check-in/check-out experience. - Assist guests with inquiries, requests, and provide information about hotel facilities, amenities, and local attractions. - Handle guest complaints and resolve issues promptly to ensure guest satisfaction. **Reservations & Bookings:** - Manage hotel reservations, ensuring accuracy in the booking process. - Process online and phone reservations, verify guest details, and assign rooms based on preferences. - Stay informed on room availability, rates, and special promotions to provide accurate information to guests. - Work closely with housekeeping and other hotel departments to ensure seamless guest experiences. **Administrative Tasks:** - Keep the front desk area clean, organized, and stocked with necessary supplies. - Handle cash and credit card transactions, maintain accurate records, and balance the cash drawer at the end of each shift. - Complete daily reports on occupancy, revenue, and guest requests, and communicate relevant information to hotel management. - Answer phone calls promptly and professionally, redirecting calls or taking messages as needed. **Safety & Security:** - Follow hotel security protocols, including verifying guest identification, maintaining guest privacy, and securing guest information. - Monitor the lobby area to ensure a safe and welcoming environment for guests and employees. - Respond to emergency situations such as medical incidents or fire alarms by following established procedures. **Team Collaboration:** - Work closely with housekeeping, maintenance, and other hotel departments to ensure guest requests are fulfilled promptly. - Communicate effectively with team members to share information and resolve issues. - Participate in training programs and meetings to enhance job knowledge and skills. **Education, Skills and Abilities:** - **Education:** High school diploma or equivalent; additional education in hospitality is a plus. - **Experience:** Previous experience in customer service, hospitality, or hotel front desk operations preferred. - **Communication Skills:** Strong interpersonal and verbal communication skills to engage with guests in a professional manner. - **Problem-Solving & Conflict Resolution:** Ability to think quickly and r…