Front Desk Agent - The Sanctuary

Kiawah Island Golf Resort • Kiawah Island, SC

3d • Onsite

About The Position

The Front Desk Agent at The Sanctuary provides exceptional customer service and supports the smooth operation of the hotel’s front desk. The role handles guest check-ins and check-outs, inquiries, complaints, reservations, telephone calls, and front-office reporting while maintaining organization, discretion, and security. The agent communicates with guests and other resort departments, applies knowledge of resort facilities and the surrounding area, and responds to security and emergency situations according to resort safety protocols.

The position requires a professional, courteous, empathetic, and composed approach, including the ability to work independently and with a team, manage competing tasks, and make appropriate decisions under pressure. It is performed on site and involves standing throughout the shift, reaching, bending, stooping, and lifting at least 30 pounds across short-to-medium distances.

Requirements

• High school diploma or equivalent GED.
• Effective conflict-resolution skills and a professional, cooperative demeanor with a positive and energetic attitude.
• Passion for providing extraordinary service.
• Ability to work independently and in a team environment.
• Good to excellent English communication skills, both verbal and written.
• Ability to pass a background check.
• Ability to lift at least 30 pounds across short-to-medium distances.
• Ability to stand for the entire shift and reach, bend, and stoop as needed.
• Ability to work on site.

Nice To Haves

• Hospitality management education or at least one year of front desk experience is preferred.
• Experience at a four-star/four-diamond or higher-rated hotel is preferred.

Responsibilities

• Patiently resolve guests’ concerns and respond to their needs.
• Proactively provide a high level of customer service to guests and visitors.
• Maintain control and organization within the Front Office.
• Communicate with other hotel and resort departments about guests’ needs and preferences and property situations.
• Create Front Desk reports, use information effectively, and complete checklist tasks and paperwork.
• Greet guests and visitors promptly and appropriately.
• Check guests in and out accurately according to established standards and guidelines.
• Maintain comprehensive knowledge of resort rooms, services, facilities, personnel, features, and operating hours.
• Maintain discretion and security for the hotel and its guests.
• Book, change, and cancel reservations accurately according to established standards and guidelines.
• Answer telephone calls and respond to or route them accurately and appropriately.
• Operate Front Office equipment, including administrative machines, telecommunication systems, and software programs.
• Stay aware of groups, reservation details, and scheduled activities.
• Respond to security and emergency situations according to resort safety protocols.
• Follow applicable procedures and requirements, resort core values, and policies and procedures.
• Work productively with minimal supervision and use initiative appropriately.
• Prioritize tasks, use time efficiently, and follow through on details.
• Listen actively and respond appropriately to guest inquiries and complaints while remaining composed and courteous.
• Use knowledge of KIGR features and information and the Charleston area and surrounding communities.
• Remain calm under pressure, make quick and appropriate decisions when circumstances change, and multitask while maintaining organization.
• Perform other duties as assigned.

Benefits

• Exclusive discounts at the hotel and villas, golf courses, spa, restaurants, recreation, and retail shops.
• Employee meal program.
• Employee trainings and appreciation events throughout the year.
• Recognition awards, incentive events, and peer-to-peer recognition.
• Leadership and career development.
• Bi-annual wellness fair.
• Free parking.
• Medical, dental, vision, short-term disability, long-term disability, life insurance, and vacation pay for full-time employees after 60 days of employment.
• 401(k), available after 30 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED