Front Desk Agent

Charlestowne Hotels•Clemson, SC

About The Position

The Front Desk Agent provides quality guest services, including guest registration and check-out, PBX operations, and mail and message service. The role requires accuracy with daily accounting procedures and consistent use of essential hospitality standards, including eye contact, smiling, speaking first, polite conversation, and using the guest’s surname. The agent coordinates with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction. The position also requires knowledge of the surrounding area, services, attractions, events, and hotel emergency procedures. Other duties may be assigned as directed by the immediate supervisor.

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, diagram, or schedule instructions.
Ability to operate the Property Management System, capture email, and use the PBX system.
Accountability for balancing the daily shift bank, maintaining organization, and demonstrating quality service.
Ability to perform the described physical demands, with reasonable accommodations where applicable.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including rooms for VIPs and repeat guests, packages, 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 appropriate AM, PM, or Third Shift checklist by the end of the shift.
Follow the established key control policy.
Maintain a professional presentation, including uniforms 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 the immediate area, services, attractions, and events, and assist with concierge services.
Know and follow fire and emergency procedures.
Open, secure, and balance the daily shift bank by 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 department meeting once a month.
Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction.
Perform other duties as directed by the immediate supervisor.