Guest Service Ambassador

3 days ago


Charlotte, North Carolina, United States Kimpton Hotel Full time

About the Role:

The Guest Service Agent is a key member of our hotel team, responsible for providing exceptional service to our guests. This role involves registration and check-out, PBX operations, mail and message service, and ensuring a seamless experience for our guests.

Key Responsibilities:

  • Review arrivals and note special requests, blocking rooms as needed.
  • Check in and out hotel guests in a confident, professional, and friendly manner.
  • Answer all phone calls promptly and knowledgeably, ensuring complete and accurate information.
  • Complete all items on the appropriate checklist by the end of the shift.
  • Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests.
  • Follow established key control policy.
  • Ensure proper credit policies are followed.
  • Submit all lost and found articles accompanied by a completed lost and found report.
  • Open, secure, and balance the daily shift bank, including counting and verifying cash, check, and credit card transactions.
  • Verify credit limit report.
  • Monitor room availability throughout the day.
  • Review daily the selling status of the hotel using yield management system.
  • Attend department meeting once a month.
  • Communicate by telephone and/or radio with other departments, including Reservations, Sales, Housekeeping, Bell Staff, and Valet.

Requirements:

  • High school diploma or general education degree (GED) required.
  • Previous experience in a Front Desk or customer-facing role is preferred.
  • Knowledgeable of the immediate area, services, attractions, and events.
  • Flexible schedule, able to work evenings, weekends, and holidays.
  • Work well under pressure, dealing with many arrivals and departures within a short period of time.
  • Familiar with hotel systems and operations, and the ability to enter information accurately.

About Us:

Kimpton Hotels is a boutique hotel chain that values diversity, inclusivity, and individuality. We believe that our employees are the heart of our business, and we strive to create a culture that reflects the diversity of our guests. We welcome and celebrate people of all backgrounds, experiences, and perspectives.



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