Front Desk Agent

Doubletree Columbia•Columbia, SC

About The Position

The Front Desk Agent greets guests courteously and efficiently, responds to inquiries, checks guests in and out, and reserves rooms. The role focuses on providing outstanding customer service, addressing guest concerns promptly, coordinating with other hotel departments, and supporting hotel operations, particularly during high-volume periods. The agent handles reservations and guest communications, allocates rooms based on preferences and special requests, processes billing and payments, manages cash transactions, and follows guest check-in and security procedures. The position also handles group arrivals, guest messages and wake-up calls, and front desk logs, and attends meetings as required. A pre-employment background check is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Minimum high school diploma, GED, or equivalent.
Experience in customer service, a forward-facing position, or another guest-related role.
Proficiency in Microsoft 365 or similar computer applications.
Ability to complete a pre-employment background check.

Nice To Haves

Experience in the hospitality industry, including hotels, restaurants, or similar settings, in various roles is preferred.

Responsibilities

Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
Answer inquiries from potential guests and accept hotel reservations accurately.
Resolve guest problems and complaints efficiently and promptly, maintaining customer satisfaction and quality service.
Respond in a timely manner to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Allocate rooms to expected arrivals after reviewing guest preferences and special requests.
Build strong relationships and coordinate with other departments, including housekeeping and maintenance.
Ensure phone calls, wake-up calls, and messages for guests are handled promptly, efficiently, and professionally.
Cross-check billing instructions to ensure they are correctly updated.
Handle group arrivals and preregister each guest.
Ensure payments are made or on file for each guest and group billing is routed correctly.
Complete cash transactions and maintain full responsibility for the personal bank.
Read and update the front desk log, whether a book or system.
Follow guest check-in and security procedures and report suspicious activity to security, a manager, or the manager on duty.
Assist other departments in servicing guests, especially during high-volume periods.
Attend meetings as required.