Front Desk Agent

The Palms Oceanfront Hotel (Charlestowne Hotels)•Isle of Palms, SC

30d

About The Position

The Front Desk Agent provides guest services including registration and check-out, PBX operations, mail and message service, and accurate daily accounting. The role requires applying hospitality standards at all times, including eye contact, smiling, speaking first, engaging in polite conversation, and using guests’ surnames. The agent coordinates with other departments to support guest satisfaction and performs other duties as directed by the immediate supervisor.

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 guests' questions.
Ability to solve practical problems and handle situations with limited standardization.
Ability to interpret written, oral, diagrammed, or scheduled instructions.
Ability to operate a Property Management System, capture email, and use a PBX system.
Accountability for balancing the daily shift bank, maintaining organization, and demonstrating quality service.
Ability to stand, walk, talk, and hear regularly; use hands to handle or feel objects, tools, or controls frequently; and occasionally reach with hands and arms.
Ability to occasionally lift and/or move up to 25 pounds.
Ability to adjust focus.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including for VIPs, repeat guests, package bookings, and special requests.
Check guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, ensuring information is complete and accurate.
Complete the applicable AM, PM, or third-shift checklist by the end of the shift.
Follow the established key control policy.
Maintain a professional presentation, including appropriate 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.
Maintain knowledge of fire and emergency procedures.
Open, secure, and balance the daily shift bank by 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.
Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to provide coordinated guest services.
Perform other duties as directed by the immediate supervisor.