Front Desk Agent

Inn at Patrick Square (Charlestowne Hotels)•Clemson, SC

About The Position

The Front Desk Agent provides quality guest services, including guest registration and check-out, PBX operations, mail and message service, and accurate daily accounting. The role requires consistently following hospitality standards, including making 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. The position also involves assisting with concierge services, maintaining knowledge of the immediate area and emergency procedures, and completing the applicable shift checklist.

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 varied situations with limited standardization.
Ability to interpret written, oral, diagrammatic, or schedule-based instructions.
Ability to operate a Property Management System, capture email, and use a PBX system.
Ability to balance the daily shift bank and maintain organization and quality service.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including accommodations for VIPs, repeat guests, package bookings, 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 all items on 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 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.
Know and follow fire and emergency procedures.
Open, secure, and balance the daily shift bank, 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.
Perform other duties as directed by the immediate supervisor.
Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction.
Maintain accountability for balancing the daily shift bank, stay organized, and demonstrate quality service.