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FRONT DESK AGENT

Front Office | Charlotte, NC | Full Time and Part Time

Job Description

PREVIOUS FRONT DESK EXPERIENCE AND OPERA SYSTEM EXPERIENCE REQUIRED  IHG EXPERIENCE PREFERRED.

MUST BE ABLE TO WORK 7A-3PM OR 3PM-11PM 

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.


POSITION OVERVIEW:
This position will check-in/check-out hotel guests in a timely and professional manner; and process all payments according to established procedures.


DUTIES & RESPONSIBILITIES:

  • Welcome guests in a friendly, prompt and professional manner. 
  • Register guests, issue room keys, provide information on hotel services and room location.  Answer phones in a prompt and courteous manner.
  • Up-sell rooms where possible to maximize hotel revenue.  
  • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
  • Issue, control and release guest safe-deposit boxes.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Respond appropriately to guest complaints.  Make appropriate service recovery gestures in order to ensure total guest satisfaction. 
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
  • Promote team work and quality service through daily communications and coordination with other departments. 
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.