Hotel Front Desk Agent

McKibbon Hospitality•Charleston, SC

About The Position

The Front Desk Agent is often the first point of contact for hotel guests and helps shape their impression of the property. The role calls for a warm, approachable personality and a genuine desire to work with people. The agent engages with guests in a welcoming, professional, and efficient manner, meets their needs, and works to exceed expectations. Front Desk Agents maintain a strong commitment to service, remain calm and hospitable in challenging situations, and uphold McKibbon’s Guiding Principles. The position handles guest relations and front desk operations, including check-ins, wake-up call requests, guest communications, and coordination with housekeeping. Agents will also train in and learn Food and Beverage operations to provide coverage as needed. Shifts vary by hotel and may be 6 a.m.–2 p.m., 7 a.m.–3 p.m., 2 p.m.–10 p.m., or 3 p.m.–11 p.m.

Requirements

Previous experience working as a front desk agent or in a similar role.
High school diploma or equivalent vocational training certificate.
Proficiency with computers.
Basic math skills.
Ability to provide excellent customer service and maintain a professional demeanor.
Ability to input and access information in a property management system and/or point-of-sale system.
Strong listening skills and the ability to understand and address concerns and issues raised by workers, clients, and guests.
Attentive, friendly, helpful, and courteous manner with clients, guests, and associates.
Punctuality for all shifts.
Embrace McKibbon’s Guiding Principles.

Nice To Haves

Experience working at a hotel establishment is highly desired.
Great verbal and written communication skills.
Ability to create a fun and supportive working environment.

Responsibilities

Anticipate guests’ needs, respond promptly, and acknowledge guests in a timely manner.
Maintain positive guest relations.
Resolve guest complaints and ensure guest satisfaction.
Maintain knowledge of hotel features and services, operating hours, room rates, packages and promotions, daily room counts, expected arrivals and departures, and scheduled group activities.
Process guest check-ins and verify registration information with guests.
Handle overbooked or walked guests.
Accept and record wake-up call requests.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve discrepancies on room status reports with housekeeping.
Train in and learn Food and Beverage operations to provide coverage as needed.
Arrive punctually for shifts to ensure consistent front desk coverage and guest service.
Uphold McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression.

Benefits

Full-time associates: comprehensive medical, dental, and vision benefits.
Life insurance.
Pet insurance.
Short- and long-term disability.
Paid time off and holidays.
Tuition assistance.
Competitive compensation with incentives; incentives vary by position.
401(k) savings plan with 50% matching up to 10% of compensation.
Associate referral program.
Brand and company training classes, workshops, and conferences for career growth and development; varies by position.
Fundraising matching funds program.
Team volunteer opportunities.
24/7 chaplain services.
Exclusive hotel rate discounts.
Benefits and perks vary based on full- or part-time employment; applicable state-specific holiday, vacation, or benefit requirements apply.