Front Desk Agent

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

At Zelda Dearest, hospitality is personal.

Inspired by the spirit of Zelda Fitzgerald, our boutique hotel offers guests an experience that is elegant, unexpected, and genuinely welcoming. We believe every interaction has the opportunity to create a lasting impression, and we're looking for Guest Service Agents who share our passion for exceptional hospitality.

If you love connecting with people, solving problems, and creating unforgettable guest experiences, we'd love to meet you.

What You'll Do

As a Guest Service Agent, you'll be the first and last impression of Zelda Dearest. You'll welcome guests with warmth, anticipate their needs, and ensure every stay exceeds expectations.

Responsibilities include:

• Greeting guests with genuine, personalized hospitality
• Completing guest check-in and check-out efficiently and accurately
• Provide personalized service while walking guests to their guest room.
• Answering questions about the hotel, Asheville attractions, restaurants, and local events
• Handling reservations, room assignments, and guest requests
• Resolving guest concerns professionally and with empathy
• Coordinating with Housekeeping, Maintenance, and Food & Beverage teams to ensure seamless guest experiences
• Processing payments and maintaining accurate guest records
• Answering phone calls and responding to emails professionally
• Maintaining a clean, organized, and inviting front desk environment
• Upholding Zelda Dearest and Small Luxury Hotels brand standards

What We're Looking For

• Previous hotel, hospitality, or customer service experience preferred
• Excellent communication and interpersonal skills
• Positive attitude and genuine passion for hospitality
• Strong attention to detail
• Ability to multitask in a fast-paced environment
• Comfortable using hotel property management systems (experience with Hilton systems is a plus but not required)
• Flexible schedule, including evenings, weekends, and holidays
• Professional appearance and demeanor

Why You'll Love Working Here

• Work in one of Asheville's most distinctive boutique hotels
• Join a supportive, passionate team that values creativity and exceptional service
• Employee discounts in the Hilton network
• Competitive pay
• Paid time off and holiday benefits (for eligible employees)
• Health, dental, and vision insurance (for eligible employees)
• 401(k) with company match (for eligible employees)

Who We Are

Zelda Dearest is a boutique luxury hotel inspired by the glamour, creativity, and adventurous spirit of Zelda Fitzgerald. Located just steps from downtown Asheville, our thoughtfully restored historic homes offer guests a one-of-a-kind experience where exceptional service meets timeless charm.

We believe hospitality is about making every guest feel genuinely welcomed, cared for, and inspired.

If you're ready to be part of something unique, we'd love to hear from you.

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Qualifications

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred.
• Prior hospitality experience preferred, but not required.
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Stand 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.            

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.