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Guest Service Associate

37230d55 878e 410c 8c28 2eb531ce89ac 9200461308794 2 · Hampton Inn - Wilson Downtown, Wilson, NC, US, Wilson, NC · Active · ADP Workforce Now Recruiting

Job facts

FieldValue
Company37230d55 878e 410c 8c28 2eb531ce89ac 9200461308794 2
TitleGuest Service Associate
Normalized title-
Department / team-
LocationHampton Inn - Wilson Downtown, NC, United States
Work model-
Employment type-
Salary-
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-02-16 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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Linked records

Company37230d55 878e 410c 8c28 2eb531ce89ac 9200461308794 2
Source9a3624e9-9789-4fab-aeb9-fd90c7027ea1
ATS providerADP Workforce Now Recruiting

Description

Guest Services Associate Department – Front Office Reports to – Guest Services Manager What’s the job? The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. You’ll be responsible for all front office duties including the activities of the front desk, reservations, guest services, and telephone areas. In addition, you will ensure the proper appearance of the lobby and all public areas, including the breakfast area. Your day-to-day Revenue Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy. Rates: Aggressively and effectively manage and continuously update rates as per Opal’s training and standards. Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities. Profit Effectively support the Guest Services Manager control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies. Quality Guest Service: Ensure that the hotel meets/exceeds Opal’s and Brand standards for guest satisfaction. Leadership Leading: Motivate and support other Guest Services team members and be accountable for set goals. Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Opal’s Standard Operating Procedures. Requirements High School diploma or higher-level education 1-year Hotel front office experience Must wear appropriate uniform as prescribed by Opal’s policy Willing to work flexible hours Flexible attitude to shifts – you may need to work nights, weekends and/or holidays Specific Responsibilities Send a daily end of the shift activity and accomplishment email to the Guest Services Manager (GSM) and a copy to the General Manager. Be proficient on the use of the property management system and facilities management software. Have a good understanding of all hotel operating procedures. Be the warm welcome that kicks off a memorable guest experience Acknowledge Brand rewards members and returning guests, in person or on the phone. Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. Handle cash and credit transactions. Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes. Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns. Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary. Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. Take pride in your appearance and place as a brand ambassador. Always know what events and activities are on the day’s schedule. Jump into other ad-hoc duties when your colleagues need your help. Comply with all existing and new front office and breakfast area policies and procedures. Comply with and honor the front office staff work schedules. Monitor the front office communications log. Read and initial the front office log on shift start and make appropriate entries at end of shift. Observe Opal’s appearance and dress code/uniform policy. Attend daily huddles and weekly departmental meetings. Be proficient on the use of all front office equipment such as credit card machine, copier and fax. Inform the GSM of any unique situations, or unusual developments in front office operations. Handle guest complaints effectively. Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift. Process, as assigned, reservations by mail, telephone, fax and central reservation systems referrals. Process, as assigned. reservations received from sales office and other hotel departments. Have complete knowledge of room types and offered rate plans. Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows. Process, as assigned, cancellations and modifications to reservations. Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates. Optimum Attributes Effective communication skills Pleasing personality Good team player Good listener Well-groomed and professional appearance Open with praise, discrete with criticism Literate and tech-savvy Problem solving skills Performance Standards Performance shall be measured by the following: Budgeted RevPAR MSI Index Guest Satisfaction Index (GSI). The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. Equal Opportunity Employer

Full job record

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Board ID9a3624e9-9789-4fab-aeb9-fd90c7027ea1
Provideradp_workforcenow
Provider Job Key528759
TitleGuest Service Associate
Normalized Title—
Statusactive
Activeyes
Location TextHampton Inn - Wilson Downtown, Wilson, NC, US, Wilson, NC
Department—
Team—
Employment Type—
Workplace Type—
Remote Policy—
CountryUnited States
RegionNC
CityHampton Inn - Wilson Downtown
Salary Raw—
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Apply URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=37230d55-878e-410c-8c28-2eb531ce89ac&ccId=9200461308794_2&lang=en_US&type=JS&jobId=528759&jwId=9200838156874_1
First Seen At2026-05-31 18:44:38Z
Last Seen At2026-06-06 13:26:31Z
Last Checked At2026-06-06 13:26:31Z
Last Changed At2026-06-06 13:26:31Z
Inactive At—
Source Posted At2026-02-16 13:09:00Z
Source Updated At—
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Extensions
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    "requisitionDescription": "<div><div><p><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Guest Services Associate</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Department &ndash; Front Office</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Reports to &ndash; Guest Services Manager</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>What&rsquo;s the job?</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you&rsquo;ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You&rsquo;ll also create the warm atmosphere that makes our guests feel at home in any location. You&rsquo;ll be responsible for all front office duties including the activities of the front desk, reservations, guest services, and telephone areas. &nbsp;In addition, you will ensure the proper appearance of the lobby and all public areas, including the breakfast area.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Your day-to-day</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Revenue</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Financial: Aggressively pursue the hotel&rsquo;s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Rates: Aggressively and effectively manage and continuously update rates as per Opal&rsquo;s training and standards.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Sales &amp; Marketing: Work closely with the sales team and capitalize on all revenue opportunities.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Profit</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Effectively support the Guest Services Manager control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Quality</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Guest Service: Ensure that the hotel meets/exceeds Opal&rsquo;s and Brand standards for guest satisfaction.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Leadership</span></strong><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>&nbsp;</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Leading: Motivate and support other Guest Services team members and be accountable for set goals.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Opal&rsquo;s Standard Operating Procedures.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Requirements</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>High School diploma or higher-level education</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>1-year Hotel front office experience</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Must wear appropriate uniform as prescribed by Opal&rsquo;s policy</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Willing to work flexible hours</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Flexible attitude to shifts &ndash; you may need to work nights, weekends and/or holidays</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Specific Responsibilities</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Send a daily end of the shift activity and accomplishment email to the Guest Services Manager (GSM) and a copy to the General Manager.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Be proficient on the use of the property management system and facilities management software.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Have a good understanding of all hotel operating procedures.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Be the warm welcome that kicks off a memorable guest experience</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Acknowledge Brand rewards members and returning guests, in person or on the phone.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Handle cash and credit transactions.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Start every stay right by swiftly checking guests in and out &ndash; take IDs, hand out room keys, and control and release safety deposit boxes.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Stay one step ahead of guests&rsquo; needs &ndash; record and act on their preferences, and handle their messages, requests, questions and concerns.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Stay safe all the time. Following our safety procedures, you&rsquo;ll report all incidents and wear any protective gear needed.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Take pride in your appearance and place as a brand ambassador.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Always know what events and activities are on the day&rsquo;s schedule.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Jump into other ad-hoc duties when your colleagues need your help.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Comply with all existing and new front office and breakfast area policies and procedures.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Comply with and honor the front office staff work schedules.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Monitor the front office communications log.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Read and initial the front office log on shift start and make appropriate entries at end of shift.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Observe Opal&rsquo;s appearance and dress code/uniform policy.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Attend daily huddles and weekly departmental meetings.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Be proficient on the use of all front office equipment such as credit card machine, copier and fax.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Inform the GSM of any unique situations, or unusual developments in front office operations.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Handle guest complaints effectively.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Process, as assigned, reservations by mail, telephone, fax and central reservation systems referrals.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Process, as assigned. reservations received from sales office and other hotel departments.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Have complete knowledge of room types and offered rate plans.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Fully understand the hotel&rsquo;s franchise policy on guaranteed reservations and no-shows.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Process, as assigned, cancellations and modifications to reservations.</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Optimum Attributes</span></strong><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>&nbsp;</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Effective communication skills</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Pleasing personality</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Good team player</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Good listener</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Well-groomed and professional appearance</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Open with praise, discrete with criticism</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Literate and tech-savvy</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Problem solving skills</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Performance Standards</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Performance shall be measured by the following:</span><strong><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>&nbsp;</span></strong></p><ul style=\"list-style-type: disc;margin-left:undefined;\"><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Budgeted RevPAR</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>MSI Index</span></li><li><span style='line-height:107%;font-family:\"Arial\",sans-serif;font-size:16px;'>Guest Satisfaction Index (GSI).</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:107%;font-size:15px;font-family:\"Calibri\",sans-serif;'><span style='font-size:16px;line-height:107%;font-family:\"Arial\",sans-serif;'>Equal Opportunity Employer</span></p></div></div>\n",
    "sponsoredVisaTypeCodes": []
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    "itemID": "9200838156874_1",
    "postDate": "2026-02-16T08:09:00.000-05:00",
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    "requisitionTitle": "Guest Service Associate",
    "clientRequisitionID": "1549",
    "organizationalUnits": [],
    "postingInstructions": [],
    "additionalProperties": {},
    "requisitionLocations": [
      {
        "address": {
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          "postalCode": "27896",
          "countrySubdivisionLevel1": {
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        "nameCode": {
          "shortName": "Hampton Inn - Wilson Downtown, Wilson, NC, US"
        },
        "aliasNames": []
      }
    ],
    "screeningRequirements": [],
    "sponsoredVisaTypeCodes": []
  },
  "detail_meta": {
    "url": "https://workforcenow.adp.com/mascsr/default/careercenter/public/events/staffing/v1/job-requisitions/528759?cid=37230d55-878e-410c-8c28-2eb531ce89ac&ccId=9200461308794_2&lang=en_US&locale=en_US",
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}
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