Front Desk Agent-Full Time

Grand Bohemian Lodge Greenville•Greenville, SC

2d•Onsite

About The Position

The Front Desk Agent, also described as the Guest Service Agent, provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The role includes welcoming guests, responding to questions about hotel services and local attractions, handling reservations and guest communications, and completing front-desk and shift-closing procedures in accordance with hotel standards. This is a full-time position at Grand Bohemian Lodge in Downtown Greenville, South Carolina. Shifts are subject to change; the currently listed options are afternoon shifts from 9:00 a.m.–5:30 p.m., 10:00 a.m.–6:30 p.m., 11:00 a.m.–7:30 p.m., 12:00 p.m.–8:30 p.m., or 1:00 p.m.–9:30 p.m., and a closing shift from 2:45 p.m.–11:15 p.m. Flexibility to work any listed shift is required. Weekends and holidays are required. Full-time associates are offered a benefits package that includes medical, dental, vision, life, and disability insurance; a 401(k) retirement plan with employer matching; paid holidays, vacation, and sick leave; an employee assistance program; educational opportunities and tuition reimbursement; and specified leave in accordance with applicable law.

Requirements

High school diploma or equivalent required.
Computer experience required.
College coursework in a related field is helpful.
Hotel or related-field experience preferred.
Customer service experience preferred.
Flexibility to work any of the listed shifts is required; shifts are subject to change.
Must be available to work weekends and holidays.
Flexible and long hours are sometimes required.
Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Ability to stand for the entire shift.
Must maintain a warm and friendly demeanor.
Must communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
Must listen effectively, understand concerns, and clarify concerns raised by employees and guests.
Must multitask and prioritize departmental functions to meet deadlines.
Must understand and apply complex information and data from various sources to meet objectives.

Nice To Haves

College coursework in a related field.
Experience in a hotel or related field.
Customer service experience.

Responsibilities

Greet and welcome guests approaching the Front Desk according to hotel standards.
Maintain proper operation of the PBX console and meet hotel standards, if applicable.
Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Answer guest questions about restaurants, transportation, entertainment, and other local information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information for room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with other employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift-checklist tasks and duties in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare individual paperwork at shift close according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area and assist guests with safe deposit boxes.
Attend required hotel meetings and training.
Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
Comply with hotel standards and regulations to support safe and efficient operations.
Support productivity, identify problem areas, and assist with implementing solutions.
Handle problems by anticipating, preventing, identifying, and solving them as necessary.
Cross-train in other hotel-related areas, maintain confidentiality, and show initiative in anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law