Front Desk Agent

Doubletree Columbia • Columbia, SC

3d

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 provides outstanding customer service, handles guest requests and concerns, supports hotel operations, and follows guest safety and security procedures. The position also includes processing payments, managing reservations and billing details, and coordinating with other departments to support guests.

Requirements

• Experience in customer service, forward-facing, or other guest-related positions.
• Proficiency in Microsoft 365 or similar computer applications.
• Minimum high school diploma, GED, or equivalent.
• Successful completion of a pre-employment background check.

Nice To Haves

• Experience in the hospitality industry, including hotels, restaurants, or similar roles.

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, complaints, and concerns efficiently and promptly while maintaining customer satisfaction and service quality.
• 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, considering guest preferences and special requests.
• Build strong relationships and coordinate with other departments, including housekeeping and maintenance.
• Handle guest phone calls, wake-up calls, and messages promptly, efficiently, and professionally.
• Cross-check billing instructions to ensure they are correctly updated.
• Handle group arrivals and pre-register guests.
• Ensure payments are made or on file for each guest and that group billing is routed correctly.
• Complete cash transactions and maintain responsibility for a personal bank.
• Read and update the front desk log, whether in 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 all departments in serving guests, especially during high-volume periods.
• Attend meetings as required.

Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k).
• Generous paid time off program.
• Opportunities to advance a career within the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED