Front Desk Agent

The Chifley Houston, Tapestry Collection by Hilton; Charlotte (NC); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hotel in Charlotte seeks a Front Desk Associate to greet guests, manage check-ins and check-outs, and ensure a high-quality experience. The role involves effective communication, cash handling, and maintaining a neat appearance while adhering to safety protocols.

Benefits

401(k)

Dental

Disability

Employee Assistance Program

Flexible Spending

Health

Life

Paid Time Off

Vision

Room and Food & Beverage Discounts

Qualifications

• Prior hospitality experience is preferred but not required.
• Ability to read, listen, and communicate effectively in English.

Responsibilities

• Greet customers and complete the registration process.
• Handle cash and balance the house bank.
• Close guest accounts and resolve issues.

Skills

Communication

Mathematical Skills

Customer Service

Education

High school diploma or equivalent

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring an exceptional stay that meets the hotel's high standards of quality.

Essential Job Functions

This description summarizes primary responsibilities and qualifications. It does not include all duties or qualifications that may be required now or in the future. The hotel operates 24/7, so shifts may vary in days, start times, and hours worked.

1. Greet customers immediately with a friendly and sincere welcome, using a positive and clear voice. Listen to understand requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming details like number of guests and room rate. Select rooms based on guest needs, code electronic keys, certificates, and coupons as appropriate. Requires standing and moving throughout front office areas.
3. Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance the house bank. Accept and record vouchers, travelers checks, and other payments. Perform accurate arithmetic functions and post charges to guest rooms and accounts.
4. Answer the telephone promptly with clear English communication, input messages into the computer, retrieve and communicate messages, and handle mail, packages, and facsimiles as requested.
5. Close guest accounts at checkout, ensure guest satisfaction, and resolve issues within guidelines, escalating to a supervisor if necessary.
6. Handle guest complaints by investigating and resolving issues such as location changes or credit problems. Remain calm during emergencies and busy periods, using judgment and discretion. Keep corridors and service areas neat.
7. Adhere to all company policies, safety, and security procedures, including fire prevention and emergency protocols. Use protective equipment and report unsafe conditions, accidents, injuries, or property damage.
8. Maintain a neat, clean, and well-groomed appearance as per the team member handbook. Assist other front desk staff as needed and perform related duties as assigned.

Knowledge, Skills & Abilities

The hotel may consider equivalent combinations of education and experience that provide the following:

• High school diploma or equivalent preferred; relevant education, training, or experience that provides necessary skills.
• Prior hospitality experience is preferred but not required.
• Proficient in calculator use and performing complex mathematical calculations accurately.
• Effective communication skills, patience, tact, and diplomacy for dealing with customers and resolving conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to accurately input information using a computer system.
• Hearing and visual acuity to observe and detect emergency signs.

Physical Demands

• Ability to stand and move throughout the front office continuously.
• Stand for 95% of the shift.
• Lifting up to 25 pounds.
• Occasional twisting, bending, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k), Dental, Disability, Employee Assistance Program, Flexible Spending, Health, Life, Paid Time Off, Vision, Room and Food & Beverage Discounts.

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Source: Driftwood Hospitality