Front Desk Agent

Carter Hospitality Group, LLC; Kissimmee (FL); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) matching

Job summary

Carter Hospitality Group, LLC in Kissimmee, FL is seeking a friendly front desk agent to provide outstanding guest service. You will check guests in and out, manage PBX operations, take reservations, and offer concierge assistance with courtesy and accuracy.

The role requires excellent English communication, the ability to handle busy periods, and strict adherence to cashiering procedures and daily accounting tasks to ensure guest satisfaction and smooth operations.

Qualifications

• Must have strong English communication skills and ability to read/write/speak clearly.
• Excellent guest service and problem solving abilities.
• Ability to work under pressure and coordinate with team during busy periods.

Responsibilities

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Handle PBX operations and voicemail/messages with accuracy and courtesy.
• Take hotel reservations and provide concierge information to guests.
• Adhere to cashiering procedures and balance shift transactions.
• Communicate VIP arrivals and services to relevant staff.
• Follow daily shift checklists and maintain data accuracy for guest records.

Skills

English literacy

Communication

Stress management

Customer service

Tools

PBX system

Job description

Benefits:

• Health insurance
• Paid time off
• 401(k) matching

Job Description

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures.

Essential Duties

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
• Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify data as it pertains to:
  • 1. Guest name
  • 2. Guest address
  • 3. Room rate
  • 4. Date of departure
  • 5. Number of guests in room
• Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
• Issue guest safety deposit boxes as requested
• Advise guests of any messages, mail, faxes, etc. received for them
• Communicate services and amenities of the hotel to guests
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Take, record and relay messages accurately, completely and legibly
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages
• Accept and record wake-up call requests
• Any and all duties assigned by management

Minimum Requirements

• Previous experience working in guest service or related field (hospitality preferred)
• Must have reliable transportation
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

Knowledge/Skills/Abilities

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Ability to work harmoniously with fellow employees and guestsFollow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height