Front Office Agent

The Kessler Collection • Greenville, SC

281d

About The Position

The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired! The overall objective and purpose of the Front Office Agent position are to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the company's mission, core values, standards, and goals.

Requirements

• Bachelor's degree in Business or related training equivalent - required
• 1+ year of relevant work experience in similar scope and title - required
• Experience within luxury brand/markets - required

Nice To Haves

• Student or graduate of hotel management - preferred

Responsibilities

• Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
• May assist in housekeeping duties such as cleaning public areas and guest laundry
• Maintain the integrity of the guests' privacy, including confidentiality of personal information and key control
• Process check-ins, check-outs, and room assignments
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed
• Post guest charges and payments, process no-shows, and adjust disputed charges
• Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy
• Verify rate codes and make appropriate adjustments on guests' invoices
• Block and unblock rooms according to the hotel's need
• Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
• Process and respond to wake-up calls according to the standard operating procedure
• Notify guests of messages and record them legibly and completely
• Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
• Respond promptly to questions, concerns, and special requests. Follow up to ensure the guest is satisfied
• Log guest requests and concerns according to the standard operating procedure. Communicate with departments promptly
• Solve problems proficiently
• Demonstrate effective sales techniques to upsell rooms, amenities, and products
• Maintain a neat and organized work area
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean, and professional appearance according to standards
• Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
• Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs
• Develop and maintain a positive working relationship and support the team to achieve our goals
• Attend required training and meetings
• All other duties as assigned, planned or un-planned

Benefits

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree