Front Desk Agent - The Sanctuary

Kiawah Resort•Kiawah Island, SC

1d•Onsite

About The Position

The Guest Service Agent provides exceptional customer service at The Sanctuary hotel’s front desk. The role manages guest check-ins and check-outs, responds to inquiries and complaints, and helps ensure smooth front desk operations. It requires strong communication and organizational skills, attention to detail, and a strong customer-service orientation. The position is on site and involves standing for the entirety of the shift, with reaching, bending, and stooping as needed, and lifting at least 30 pounds across short-to-medium distances. The stated rate of pay is $19.00 per hour. The posting notes that medical, dental, vision, disability, and life insurance, along with vacation pay, are available to full-time employees after 60 days; a 401(k) is available after 30 days.

Requirements

High school diploma or equivalent GED.
Effective conflict-resolution skills and a professional, cooperative demeanor.
Positive and energetic attitude, with a passion for providing extraordinary service.
Ability to work independently and as part of a team.
Good to excellent verbal and written communication skills in English.
Must pass a background check.
Ability to lift at least 30 pounds across short-to-medium distances.
Ability to stand for the entire shift and reach, bend, and stoop as needed.
Must be able to work on site.

Nice To Haves

Hospitality management education.
At least one year of front desk experience, preferably at a four-star/four-diamond or higher-rated hotel.

Responsibilities

Patiently resolve guests’ concerns and graciously meet their needs.
Proactively provide a high level of customer service to guests and visitors.
Maintain control and organization within the Front Office.
Communicate proactively and cooperatively with other hotel and resort departments about guest needs, preferences, and property situations.
Create Front Desk reports, use information effectively, and complete checklist tasks and paperwork.
Promptly and appropriately greet guests and visitors.
Check guests in and out accurately according to established standards and guidelines.
Maintain comprehensive knowledge of Resort rooms, services, facilities, personnel, features, and operating hours.
Maintain discretion and security for the hotel and its guests.
Book, change, and cancel reservations accurately according to established standards and guidelines.
Answer telephone calls and respond to or route them appropriately.
Operate Front Office equipment, including administrative machines, telecommunication systems, and software programs.
Maintain awareness of groups, reservation details, and scheduled activities.
Respond to security and emergency situations according to Resort safety protocols.
Follow procedures and requirements, work productively with minimal supervision, and use initiative appropriately.
Prioritize tasks, use time efficiently, and follow through conscientiously on details.
Listen actively and respond appropriately to guest inquiries and complaints while remaining composed and courteous.
Use knowledge of KIGR features and information, as well as knowledge of Charleston and surrounding areas.
Remain calm under pressure, make quick and appropriate decisions when circumstances change, and multitask while maintaining organization.
Communicate professionally and formally with genuine empathy and Southern grace.
Uphold the resort’s core values, policies, and procedures.
Perform other duties as assigned.

Benefits

Exclusive discounts at the Hotel and Villas, five golf courses, spa, restaurants, recreation facilities, and retail shops.
Employee meal program.
Employee trainings and appreciation events throughout the year.
Recognition awards and incentive events.
Peer-to-peer recognition.
Leadership and career development.
Bi-annual wellness fair.
Free parking.
Medical, dental, and vision insurance, short-term and long-term disability, life insurance, and vacation pay available to full-time employees after 60 days of employment.
401(k) available after 30 days of employment.