Front Desk Agent

Hotel Florence Tapestry Collection • Florence, SC

18d

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 delivers attentive customer service, handles guest questions and concerns, supports room allocation and group arrivals, and coordinates with other hotel departments to help ensure a positive guest experience. The agent also manages guest communications, billing instructions, payments, cash transactions, and front desk records while following guest check-in and security procedures.

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 settings and 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 and complaints efficiently, promptly, and with a sense of urgency.
• Respond promptly 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 according to guest preferences and special requests.
• Build strong relationships and coordinate with other departments, including housekeeping and maintenance.
• Handle phone calls, wake-up calls, and guest 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 and that group billing is routed correctly.
• Complete cash transactions and maintain responsibility for a personal bank.
• Read and update the front desk log or system.
• Follow guest check-in and security procedures and report suspicious activity to security, a manager, or the MOD.
• Assist other departments in serving guests, especially during high-volume periods.
• Attend meetings as required.

Benefits

• 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