Front Desk Agent

Charlestowne Hotels•Bristol, VA

13d

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 hospitality standards, including eye contact, smiling, speaking first, engaging in polite conversation, and using guests’ surnames. The agent coordinates with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction. Other duties may be assigned.

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 guests’ questions.
Ability to solve practical problems and handle situations with a variety of concrete variables and limited standardization.
Ability to interpret instructions provided in written, oral, diagram, or schedule form.
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 meet the described physical demands, with reasonable accommodations as applicable.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including for VIPs, 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 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.
Maintain knowledge of the immediate area, services, attractions, and events, and assist with concierge services.
Maintain knowledge of 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 departments such as Sales, Housekeeping, Bell Staff, and Valet to support guest satisfaction.
Perform other duties as directed by the immediate supervisor.