Front Desk Agent

Hotel Florence Tapestry Collection•Florence, SC

17d

About The Position

The Front Desk Agent greets guests courteously and efficiently, handles inquiries, checks guests in and out, and reserves rooms. The role provides timely assistance with reservations, hotel information, guest concerns, billing, payments, and other front desk needs while helping deliver a high level of customer satisfaction and service. The agent coordinates with other hotel departments and assists them in serving guests, particularly during high-volume periods. Raines Co. is a family-owned, integrated development, management, and investment company established in 1988. It develops, operates, and owns leading hotel brands and boutique hotels, and describes its culture as family-oriented and relationship-focused. The company offers medical, dental, and vision benefits, a 401(k), a generous PTO program, and opportunities for career advancement. A pre-employment background check is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma, GED, or equivalent.
Experience in customer service, forward-facing, or other guest-related positions.
Proficiency in Microsoft 365 or similar computer applications.
Ability to complete a pre-employment background check.

Nice To Haves

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

Responsibilities

Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
Answer inquiries accurately and accept hotel reservations.
Resolve guest problems and complaints efficiently and promptly, demonstrating 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 after checking guest preferences and special requests.
Build 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 preregister guests.
Ensure payments are made or on file and group billing is routed correctly.
Complete cash transactions and maintain responsibility for a personal bank.
Read and update the front desk log, whether in book or system form.
Follow guest check-in and security procedures and report suspicious activity to security, a manager, or the manager on duty.
Assist other departments in serving guests, especially during high-volume periods.
Attend meetings as required.