Front Desk Agent/Concierge

Charlestowne Hotels•Charleston, SC

About The Position

The Front Desk Agent/Concierge provides guest services including guest registration and checkout, PBX operations, and mail and message service. The role also assists guests and visitors with information about the hotel, its facilities, and nearby restaurants, attractions, and other services. The position supports a high level of guest satisfaction through professional, friendly service; accurate handling of guest requests and communications; and coordination with other hotel departments. The employee is also responsible for shift procedures, cash and transaction balancing, room availability monitoring, and following hotel policies and emergency procedures.

Requirements

High school diploma or GED.
Six months to one year of related experience and/or training.
Ability to read, analyze, and interpret procedure manuals.
Ability to present information effectively and respond to guest questions.
Ability to solve practical problems and handle situations with limited standardization.
Ability to interpret written, oral, diagrammatic, or schedule-based instructions.
Ability to operate a Property Management System, capture email, and use a PBX system.
Accountability for balancing the daily shift bank.
Ability to stay organized and demonstrate quality service.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including rooms for VIPs, repeat guests, package guests, and guests with special requests.
Check hotel guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, providing complete and accurate information.
Complete the applicable AM, PM, or third-shift checklist by the end of the shift.
Follow the established key control policy.
Maintain a well-presented appearance, including uniform and personal hygiene.
Follow proper credit policies and verify the credit limit report.
Submit lost-and-found articles with a completed lost-and-found report.
Know and follow fire and emergency procedures.
Open, secure, and balance the daily shift bank, counting and verifying cash, check, and credit card transactions handled while on duty.
Monitor room availability throughout the day.
Review the hotel's daily selling status using the yield management system.
Attend the monthly department meeting.
Perform other duties as directed by the immediate supervisor.
Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction.
Answer questions and make arrangements for dining, entertainment, sporting events, recreation, tours, health and beauty services, childcare, transportation, religious worship, cultural activities, shopping, floral services, and other services.
Maintain accurate records of arrangements made.
Answer questions about and provide directions to hotel facilities, meeting rooms, and events.
Process and notify guests of received facsimiles, mail, and messages.
Assist guests with sending facsimiles, mail, and messages.