Guest Service Team Member

Pinnacle Partnership is an independent, award-winning hospitality and development company headquartered in Spartanburg, SC. Our portfolio includes Class-A office, retail, residential, internationally recognized hotel brands, and distinctive restaurant concepts. Without exception, all of Pinnacle’s properties have been recognized with awards and honors in their respective brands and industries.

We create places of connection where people feel welcome through our gracious hospitality, entrepreneurial spirit, and rewarding growth. This distinct, hospitality-first approach powers lasting returns for our investors and our communities.

POSITION SUMMARY

Our Guest Services Team Member is the first point of contact for guests, providing exceptional customer service and ensuring a smooth check-in and check-out experience. They are responsible for greeting guests, processing reservations, handling inquiries, and addressing guest concerns promptly and professionally. The Front Desk Associate plays a key role in creating a positive first impression and maintaining high standards of hospitality and guest satisfaction.

ESSENTIAL FUNCTIONS

· Welcome guests to the hotel with a warm and friendly demeanor, providing a professional and courteous reception experience.

· Process guest check-ins and check-outs efficiently, accurately recording guest information, preferences, and payment details.

· Assist guests with inquiries, requests, and reservations, providing information about hotel amenities, services, and local attractions.

· Handle phone calls, emails, and other forms of communication promptly and courteously, directing inquiries to the appropriate department or staff member.

· Maintain a clean and organized front desk area, ensuring all necessary supplies, forms, and equipment are readily available.

· Address guest concerns, complaints, and special requests in a timely and effective manner, escalating issues to management as needed.

· Follow established procedures for cash handling, credit card transactions, and room key distribution, always maintaining accuracy and security.

· Collaborate with other hotel departments, including housekeeping, maintenance, and food and beverage, to coordinate guest services and resolve issues.

· Uphold hotel policies and procedures, including safety and security protocols, privacy guidelines, and brand standards.

· Assist in administrative tasks, such as filing paperwork, preparing reports, and maintaining guest records, to support efficient front office operations.

· Must adhere to the company's grooming, uniform, and dress code policies.

· Assist with varied projects as assigned.

· Other duties as assigned.

QUALIFICATIONS

· High school diploma or equivalent required; college education in hospitality or related field preferred.

· Previous experience in customer service or hospitality industry preferred.

· Excellent communication and interpersonal skills, with a friendly and approachable demeanor.

· Strong attention to detail and organizational abilities, with the ability to multitask and prioritize in a fast-paced environment.

· Proficiency in computer systems, including hotel management software, Microsoft Office Suite, and reservation systems.

· Ability to work flexible hours, including evenings, weekends, and holidays, as required by the hotel's operational needs.

PHYSICAL REQUIREMENTS

These physical requirements ensure that the Guest Service Team Member can perform the duties of the position effectively and provide exceptional service to our guests while maintaining their own health, safety, and well-being.

· Ability to stand, walk, and move around the hotel property for extended periods.

· Manual dexterity to operate office equipment, computers, and other tools.

· Ability to lift and carry objects weighing up to 25 pounds.

· Visual acuity to read documents, analyze reports, and use computer screens.

· Auditory ability to communicate with guests and colleagues in person and over the phone.

· Stamina to work long hours and handle stressful situations effectively.

Employees of Pinnacle Partnership are expected to maintain a professional image and attitude consistent with the Company’s business practices. Employment with Pinnacle Partnership will be in accordance with our “At-Will” policy. This means that just as you may leave your position with the Company at any time, the Company may terminate your employment at any time.

This job description should not be considered all-inclusive. The employee understands that the job description is neither complete nor permanent and that it may be modified at any time. This job description is simply an outline of expected duties for the position.