Front Desk Agent/Concierge

Charlestowne Hotels; Charleston (AR); On-site; USD 27,000 - 38,000; Full time

Job summary

Charlestowne Hotels is seeking a Front Desk Agent/Concierge to deliver exceptional guest services at the front desk. Responsibilities include registration, check-out, PBX operations, and assisting guests with information about local attractions and dining.

The role requires a high level of customer service, ability to handle cash and balance the shift bank, and coordination with Sales, Housekeeping, and Bell Staff to ensure smooth operations.

Qualifications

• High school diploma or GED required.
• 6 months to 1 year related experience or training.
• Ability to read, analyze, and interpret procedure manuals.

Responsibilities

• Provide high level of customer service to guests.
• Check in and out hotel guests confidently and professionally.
• Answer phone calls promptly with accurate information.
• Balance daily shift bank and cash, checks, and credit card transactions.

Skills

Customer service

PBX system

Property Management System

Cash handling

Communication

Problem solving

Yield management

Education

High school diploma or GED

6 months to 1 year related experience

Tools

Property Management System

PBX system

Job description

SUMMARY

The Front Desk Agent/Concierge is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service as well as offer assistance and/or information to guests and visitors regarding the hotel and its facilities and the surrounding area with its restaurants and attractions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Provide high level of customer service
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Check in and out hotel guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Third Shift) checklist by end of shift.
• Follow established key control policy.
• Ensures that yourself as a guest facing employee are well presented (uniforms, personal hygiene etc.
• Ensure proper credit policies are followed and verify credit limit report.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Knowledgeable of fire and emergency procedures.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Monitor room availability throughout the day.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Performs all other duties as directed by immediate supervisor.
• Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.
• Answer questions regarding and/or make arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, childcare, transportation, religious worship, cultural activities, shopping, floral services, and other services. Keep accurate records of all arrangements made. Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein.
• Process and notify guests of receipt of facsimiles, mail and messages. Assist guests in the sending of facsimiles, mail and messages.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and six months to one year related experience and/or training.

LANGUAGE SKILLS

Ability to read, analyze, and interpret procedure manuals. Ability to effectively present information and respond to questions from guests.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS and ABILITIES

Ability to operate the Property Management System, capture email, and use the PBX system. Must always be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk, or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.