Guest Service Agent

Join our onsite team in Raleigh, NC as a Guest Service Agent, supporting smooth front desk operations, guest experiences, and daily security reporting.

Responsibilities

• Welcome guests and manage check-in and check-out with friendliness, speed, and accuracy
• Serve as the local point of contact for attractions, restaurants, and events; use specific publications and maps to provide directions
• Address guest complaints with professional care and concern
• Promote the franchise membership club and assist guests with securing future stays at your hotel and other Daly Seven properties
• When the hotel is full, proactively help guests locate lodging through referrals
• Maintain accuracy in cash processes: manage the cash drawer and balance shift reports daily
• Handle reservations by taking and recording them accurately; verify credit card validity; stay updated on daily and future reservation status
• Operate the switchboard and perform master computer operations, including shutdown procedures
• Maintain the location of the ADA box
• Keep the lobby and office clean at all times
• Set up the continental breakfast and coffee service
• Support security needs by reporting potential hazards and investigating alleged injuries in the absence of a manager
• Follow emergency procedures, manage the fire system (including shutting off false alarms), and know the location of emergency lights and utility cut-offs (gas, electric, and water)
• Complete Incident Reports for guests or Accident Reports for employees when necessary

Requirements

• Prior hotel brand experience and/or customer service experience preferred
• Excellent verbal and written skills
• Computer proficiency
• Ability to stand for an extended period of time
• Ability to lift up to 10 pounds
• Ability to bend, stoop, and regularly go up and down stairs

Technologies

• Switchboard
• Master computer operations
• ADA box

Safety & Security

• Report potential hazards and investigate alleged injuries when a manager is not available
• Maintain knowledge of emergency procedures
• Know how to handle the fire system, including shutting off false alarms
• Know the location of emergency lights and utility cut-offs (gas, electric, and water)
• Complete Incident Reports for guests and Accident Reports for employees when necessary

Master the Details

• Ensure cash handling accuracy, manage the cash drawer, and balance shift reports daily
• Take and record reservations accurately; verify credit card validity; track daily and future reservation status
• Operate the switchboard and master computer operations, including shutdown procedures
• Maintain knowledge of ADA box location
• Maintain cleanliness in the lobby and office
• Set up continental breakfast and coffee service