Front Desk Agent-Full Time

Highgate Hotels•Greenville, SC

1d•Onsite

About The Position

The Front Desk Agent (Guest Service Agent) provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The position is full-time and requires flexibility to work any of the listed afternoon or closing shifts; shifts may change. Weekend and holiday work is required. The role is at the Grand Bohemian Lodge in downtown Greenville, South Carolina.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to work any of the listed shifts; flexibility and long hours may sometimes be required.
Weekend and holiday availability is required.
Ability to stand for the entire shift.
Ability to exert up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Ability to communicate effectively verbally and in writing with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask, prioritize work, meet deadlines, and handle problems effectively.
Ability to understand and apply complex information from various sources and maintain confidentiality.
Ability to maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Ability to maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Greet and welcome guests at the Front Desk according to hotel standards.
Maintain proper operation of the PBX console, if applicable, and meet hotel standards.
Answer questions about hotel services, facilities, hours, restaurants, transportation, entertainment, and other local information.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Follow cash-handling and credit policies; be aware of rates, packages, promotions, groups, closed-out dates, and restrictions.
Collect required information for room reservations and follow the rate-quoting scenario.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system and complete shift-checklist tasks efficiently and on time.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean and assist guests with safe deposit boxes.
Know emergency procedures and assist as needed.
Attend required hotel meetings and training, maintain regular attendance and professional appearance, and comply with hotel standards and regulations.
Communicate effectively with guests and employees, listen to and clarify concerns, and handle problems by anticipating, preventing, identifying, and resolving them.
Multitask and prioritize departmental functions to meet deadlines; maintain confidentiality and show initiative in anticipating guest and operational needs.
Cross-train in other hotel-related areas and perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law