Front Desk Agent

Charlestowne Hotels•Charleston, SC

19d•Onsite

About The Position

The Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service. The Front Desk Agent must be accurate with daily accounting procedures. The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname! This unique four-day role offers a stable schedule with Wednesdays and full weekends off. Schedule & Flexibility Hours: Monday and Tuesday (7:00 AM – 3:00 PM); Thursday and Friday (3:00 PM – 11:00 PM). Days Off: Wednesday, Saturday, and Sunday. Note: Shifts may occasionally change based on evolving hotel business needs. Onsite Leadership: Act as the primary onsite manager during your shifts, overseeing operations independently. Autonomous Decision-Making: Think critically on your feet to resolve issues efficiently, balancing guest satisfaction with hotel interests. Front Desk Operations: Manage all guest check-ins, departures, and inquiries as the sole staff member on duty.

Requirements

Absolute Punctuality: Flawless attendance and on-time arrival are mandatory due to our single-coverage staffing model.
Problem-Solving Skills: Proven ability to handle unexpected situations calmly and professionally without direct supervision.
High school diploma or general education degree (GED); and six months to one year related experience and/or training.
Ability to read, analyze, and interpret procedure manuals.
Ability to effectively present information and respond to questions from guests.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to operate the Property Management System, capture email, and use the PBX system.
Must always be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service.

Responsibilities

Provide high level of customer service
Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
Check in and out hotel guests in a confident, professional and friendly manner.
Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
Complete all items on appropriate (AM, PM, Third Shift) checklist by end of shift.
Follow established key control policy.
Ensures that yourself as a front desk employee are well presented (uniforms, personal hygiene etc.)
Ensure proper credit policies are followed and verify credit limit report.
Submit all lost & found articles accompanied by a completed lost & found report.
Knowledgeable of immediate area, services, attractions, and events and assist with Concierge services.
Knowledgeable of fire and emergency procedures.
Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
Monitor room availability throughout the day.
Review daily the selling status of the hotel using yield management system.
Attend department meeting once a month.
Performs all other duties as directed by immediate supervisor.
Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.
Act as the primary onsite manager during your shifts, overseeing operations independently.
Think critically on your feet to resolve issues efficiently, balancing guest satisfaction with hotel interests.
Manage all guest check-ins, departures, and inquiries as the sole staff member on duty.