Front Desk Agent

crestline-external; Asheville (NC); On-site; USD 19,000 - 28,000; Full time

Job summary

Hotel Indigo Asheville Downtown is seeking a friendly Front Desk Agent to deliver memorable guest experiences. You will assist with check-in/check-out, answer calls, and handle special requests in line with hotel policies.

A warm, professional demeanor and strong communication are essential. Responsibilities include maintaining knowledge of hotel services, coordinating with bell staff, handling payments, and resolving guest concerns to ensure satisfaction.

Qualifications

• High School Diploma or GED.
• One year of experience in a similar hotel position.
• Basic computer skills.

Responsibilities

• Assist guests with check-in and check-out.
• Answer phone calls promptly.
• Handle guest requests and information per policies.
• Maintain knowledge of hotel features, rates, and promotions.
• Coordinate with Bell staff for guest luggage.
• Process settlements and payments as directed.
• Resolve guest complaints and maintain satisfaction.

Skills

Customer service

Telephone etiquette

Check-in/check-out

Basic computer skills

Education

High School Diploma or GED

Job description

At Hotel Indigo Asheville Downtown, we believe every guest interaction should be as unique and memorable as the city itself. Inspired by Asheville's vibrant arts, culture, and local charm, our hotel provides a one-of-a-kind experience for travelers from around the world.

We're looking for a friendly, professional, and service-oriented Front Desk Agent who enjoys connecting with people and creating exceptional guest experiences.

Overview:

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths:

Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations

Key Duties & Responsibilities:

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education and Experience:

• High School Graduate or General Education Degree (GED).
• Oneyear previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.