Guest Service Associate (GSA)

H. House is your house:

The door is open. “Please come in”.

Based in Charlotte, we own and operate properties where opportunities knock and people who are looking for hospitality career answers. So here we are, and by taking this opportunity it will take your career to the next level.

About the Role

We’re seeking a proactive, organized, and friendly Guest Services Associate (GSA), to oversee our reception area and ensure our guests receive outstanding service.

What We’re Looking For:

• Proven experience as a Guest Desk Associate (GSA), or similar role is a plus, but not required
• Understanding of how hotel operations work
• Excellent customer service skills and a friendly attitude
• Ability to work flexible hours, including weekends and holidays
• Proficiency in Microsoft Office
• Friendly & social conversation skills are necessary for this position.

About the Role:

As a Guest Service Associate (GSA), you’ll be the first point of contact for our guests. You’ll be responsible for providing a warm welcome, managing reservations, and addressing guest needs during their stay.

Key Responsibilities

• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to guests’ complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs

Why Join Us?

Our staff is our success. This is our motto, but it’s also our mindset. It means we work hard so your love for being a part of our team comes easy. By taking care of you and ensuring you have every opportunity to grow and succeed, we propel your potential and become partners in your success.

Are you down-to-earth yet ready to take your career to the next level?

Because we know that the greatest return doesn't start with the hotel; “It starts with you"

Reports To: General Manager

Requirements: High School diploma or higher-level education.

3-5 years Hotel front office experience with a minimum of 1 year at the supervisory level.

Must be able to work All shifts when needed (Primarily Evening Shift)

General Responsibilities:

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

• Revenue:
  • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seeking new ways to increase room revenue and occupancy.
  • Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
  • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.
• Profit:
  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
• Quality:
  • Guest Service: Ensure that the hotel meets/exceeds H. House and Brand standards for guest satisfaction.
• Leadership:
  • Leading: Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • 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 H. House’ Standard Operating Procedures.