Guest Service Agent - The Embers Hotel

About the role

The Embers Hotel is seeking a warm, professional, and detail‑oriented Guest Service Agent to serve as the first point of contact for our guests. This role is essential in delivering a refined, personalized hospitality experience that reflects the elegance and charm of our property. Tucked in the quaint mountain town of Blowing Rock, North Carolina, The Embers Hotel offers 36 guest rooms and suites with a full‑service restaurant and al fresco dining patio. Managed by Hay Creek Hotels, this boutique location embodies a fireside retreat with 4‑star service in an approachable, natural setting.

Responsibilities

• Greet guests with a welcoming and professional demeanor upon arrival and departure.
• Manage check‑in and check‑out processes efficiently and accurately.
• Handle reservations, cancellations, and room assignments using the property management system.
• Respond to guest inquiries regarding accommodations, dining, amenities, and local attractions.
• Coordinate with housekeeping and maintenance to ensure rooms meet quality standards.
• Address guest concerns promptly and escalate issues when necessary.
• Maintain accurate records of guest accounts, billing, and transactions.
• Uphold the hotel's standards of luxury service and confidentiality.

Requirements

• Previous experience in hospitality, front desk, or customer service preferred.
• Strong communication and interpersonal skills.
• Professional appearance and demeanor.
• Ability to multitask in a fast‑paced environment.
• Proficiency with hotel management software and basic computer systems.
• Flexible schedule, including evenings, weekends, and holidays.

Preferred attributes

• Passion for hospitality and guest service.
• Knowledge of the Blowing Rock area and local attractions.
• Experience in boutique or luxury hotel environments.

Schedule

Flexible schedule, including evenings, weekends, and holidays.

Benefits

• Company‑funded medical, dental, vision, life, disability, accident, and critical illness insurance.
• Competitive salary/wages.
• Competitive paid time off structure including vacation, sick, holiday pay, jury duty leave, and bereavement leave.
• Standard annual performance/salary reviews.
• Merit and cost‑of‑living adjustments.
• Complimentary daily meals.
• Free parking.
• Employee and friends & family lodging discounts as low as $49 per night at all HCH properties.
• 50 % discount when dining at any HCH property.
• Industry discounts through Working Advantage (entertainment tickets, hotels, rental cars, outdoor activities, restaurants, etc.).
• Discounts at each of our spas, golf courses, fitness rooms/programs and other featured amenities.
• Supportive, open‑door policy work environment.
• Fun, energetic, and motivating work culture.
• Employee recognition program – “Delight and Surprise Dollars.”

About Hay Creek Hotels

Founded in 2005, Hay Creek Hotels combines the intimacy of a boutique hotel with world‑class cuisine, cutting‑edge technology, unparalleled guest service, and the exclusive amenities of a luxury inn. The brand is driven by a passion to “Delight & Surprise” guests every day, drawing on the spirit, culture, and character of each locale. Properties range from meticulously renovated historic buildings to exciting new‑build hotels, each reflecting its neighborhood and serving as a good neighbor through community involvement and sustainable practices. Restaurants within the collection emphasize hyper‑local, farm‑to‑table dining, partnering with respected local farms and providers to deliver sophisticated yet casual cuisine.