Front Desk Agent/Concierge

Spectator Hotel (Charlestowne Hotels)•Charleston, SC

10d

About The Position

The Front Desk Agent/Concierge provides quality guest services, including guest registration and check-out, PBX operations, and mail and message services. The role also assists guests and visitors with information about the hotel, its facilities, and nearby restaurants, attractions, and other services. The position coordinates guest services with departments such as Sales, Housekeeping, Bell Staff, and Valet to support guest satisfaction. It handles room assignments and availability, guest inquiries and arrangements, shift checklists, payment and shift-bank procedures, and lost-and-found items. The employee must be knowledgeable about emergency procedures and maintain a professional appearance and organized, accurate work practices. The work environment typically has a moderate noise level. The job regularly involves standing, walking, talking, and hearing; frequently requires handling objects or controls; and occasionally requires reaching and lifting or moving up to 25 pounds.

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 involving a variety of concrete variables and limited standardization.
Ability to interpret written, oral, diagram-based, or scheduled instructions.
Ability to operate a Property Management System, capture email, and use a PBX system.
Ability to balance the daily shift bank, stay organized, and demonstrate quality service.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Regular ability to stand, walk, talk, and hear; frequent use of hands to handle objects, tools, or controls; occasional reaching and lifting or moving up to 25 pounds; and ability to adjust visual focus.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including for VIPs, repeat guests, package bookings, and 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 professional guest-facing appearance, including appropriate uniform and personal hygiene.
Follow credit policies and verify the credit-limit report.
Submit lost-and-found items with a completed lost-and-found report.
Know fire and emergency procedures.
Open, secure, and balance the daily shift bank; count and verify 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 department meeting once a month.
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; keep accurate records of arrangements.
Provide directions and information about hotel facilities, meeting rooms, and events.
Process and notify guests about received facsimiles, mail, and messages, and assist guests with sending them.