Front Desk Host

The Dewberry Charleston • Charleston, SC

84d

About The Position

The Front Desk host oversees each hotel guest’s arrival and departure, assisting with all inquiries and requests, and managing the accuracy of guest folios. This role contributes to the hotel’s operation by assisting in the execution of an unforgettable experience for each guest through sincere, anticipatory, and authentic service.

Requirements

• High school diploma/GED required.
• One year of hotel/hospitality experience, and knowledge of hotel operations.
• One to two years of customer service experience.
• Ability to work overtime, evenings, overnights, weekends, and/or holidays based on business demands.
• Ability to work positively in a team and enjoy interacting with people in a fast-paced environment.
• Ability to remain calm and professional under potentially stressful situations to ensure guest satisfaction.
• Excellent verbal and written communication.
• Excellent organizational and time management skills.
• Strong knowledge of data entry, computers, and Microsoft Office.
• Ability to stand and walk for extended periods of time.
• Ability to bend and stoop.
• Ability to lift and/or pull up to 50 lbs.

Responsibilities

• Provide each guest with a warm and enthusiastic welcome, while always applying the 15-5 rule.
• Consistently exhibiting a positive tone of voice, good service posture, and a friendly smile.
• Perform check-ins and check-outs, ensuring the highest level of service and complying with Leading Quality Assurance standards.
• Manage the Room Key system.
• Promote the hotel and utilize upsell techniques whenever possible to maximize room revenue.
• Maintain a thorough knowledge of all special promotions and room packages.
• Post and file all charges to guest folios.
• Manage available room inventory and systematically block the house for arrivals.
• Coordinate room status updates by notifying Housekeeping of all check-outs, late check-outs, early check-ins, and special requests.
• Review guest charges and account balances in order to anticipate guest billing questions.
• Process guest payments and gain credit authorizations following proper accounting procedures.
• Maintain cashier bank and ensure accurate daily reporting of all money received while adhering to proper cash-handling procedures.
• Utilize and follow-up on the hotel’s work order system, 'ALICE,' to facilitate guest requests, maintenance requests, etc.
• Assist in making reservations and changes to guest itineraries when necessary.
• Facilitate the Dewberry Drive program.
• Work closely with all departments of the hotel to create memorable hotel stays for all guests.
• Maintain a thorough knowledge of the hotel’s safety and emergency procedures, as well as accident prevention policies.
• Build guest loyalty by recognizing returning guests, and always acknowledging them by name.
• Respond to guest requests within 15 minutes whenever possible and ensure through consistent follow-ups that all issues are resolved.
• Resolve challenges using guest recovery skills and escalate issues to management when appropriate.
• Use a positive and clear speaking voice, show active listening skills, and understand the importance of guest requests.

Benefits

• 401K with Company Match (4%)
• Education Reimbursement
• Paid Maternity Leave
• Complimentary Downtown Parking
• Complimentary Dry Cleaning
• Complimentary Daily Lunch Buffet
• Best-in-class health & supplemental insurance
• Optional Supplemental Coverages
• Financial Advising with Roadside Capital
• Competitive Pay
• Advancement & Growth Opportunities
• Full-Time and Part-Time Positions
• Flexible Paid Time Off

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED