Front Desk Agent/Concierge

Charlestowne Hotels•Charleston, SC

7d•Onsite

About The Position

The Front Desk Agent/Concierge is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service as well as offer assistance and/or information to guests and visitors regarding the hotel and its facilities and the surrounding area with its restaurants and attractions.

Requirements

High school diploma or general education degree (GED); and six months to one year related experience and/or training.
Ability to read, analyze, and interpret procedure manuals.
Ability to effectively present information and respond to questions from guests.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to operate the Property Management System, capture email, and use the PBX system.
Must always be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service.

Responsibilities

Provide high level of customer service
Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
Check in and out hotel guests in a confident, professional and friendly manner.
Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
Complete all items on appropriate (AM, PM, Third Shift) checklist by end of shift.
Follow established key control policy.
Ensures that yourself as a guest facing employee are well presented (uniforms, personal hygiene etc.
Ensure proper credit policies are followed and verify credit limit report.
Submit all lost & found articles accompanied by a completed lost & found report.
Knowledgeable of fire and emergency procedures.
Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
Monitor room availability throughout the day.
Review daily the selling status of the hotel using yield management system.
Attend department meeting once a month.
Performs all other duties as directed by immediate supervisor.
Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.
Answer questions regarding and/or make arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, childcare, transportation, religious worship, cultural activities, shopping, floral services, and other services.
Keep accurate records of all arrangements made.
Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein.
Process and notify guests of receipt of facsimiles, mail and messages.
Assist guests in the sending of facsimiles, mail and messages.