Front Desk Agent@Dunhill Hotel Charlotte

Summit Hospitality Group, Ltd.; Charlotte (NC); On-site; USD 29,000 - 42,000; Full time

Job summary

Summit Hospitality Group is seeking a diligent Guest Service Representative to deliver memorable guest experiences at our property. You will handle front desk duties, process registrations, assist with reservations, and respond to guest needs with professionalism.

Ideal candidates have front desk experience with name-brand hotels, strong communication skills, and the ability to balance cash, manage a busy lobby, and coordinate with other departments to ensure guest satisfaction.

Qualifications

• Two (2) years experience as Front Desk Rep. for a name-brand hotel chain preferred (Marriott, Hilton, Hyatt)
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and adapt quickly to needs
• Working knowledge of FOSSE, Microsoft Office, Excel, Clover, and Micros Restaurant Management System
• Able to diagnose and repair simple computer problems
• Skilled in math and able to operate a 10-key by touch

Responsibilities

• Provide Customer Service to guests professionally and intelligently
• Run shift reports/journals from Front Office Systems
• Prepare daily arrivals/departure reports with focus on guest requests
• Make corrections/adjustments and resolve computer problems during shift
• Review/correct discrepancies in the Front Desk System
• Ensure complete guest satisfaction and accurate guest registration
• Handle guest credit card verification and authorization
• Maintain cash handling accuracy and balance house bank
• Assign guest rooms by preferences/availability and support revenue management
• Address guest issues to achieve satisfactory resolutions
• Answer questions about hotel facilities and services
• Take reservations by phone and book accommodations
• Assist guests with local directions/events and recommendations
• Maintain front desk, lobby, and back office cleanliness
• Follow up on check-ins, complaints, and requests
• Collaborate with other departments to maintain hospitable atmosphere
• Understand emergency procedures and participate in Safety Committee
• Uphold Quality Standards for the hotel and Summit Hospitality Group
• Duties may change and other duties may be assigned
• Assist with guest transportation and meeting room setup

Skills

Customer service

Communication skills

Leadership

Organizational ability

Prioritization & adaptability

Cash handling & math

Tools

FOSSE

Microsoft Office

Excel

Clover

Micros RMS

Job description

SUMMIT HOSPITALITY GROUP: GUEST SERVICE REPRESENTATIVE JOB DESCRIPTION

SUMMIT HOSPITALITY GROUP: GUEST SERVICE REPRESENTATIVE JOB DESCRIPTION

Description

SUMMARY: The Hotel Guest Service Rep. for Summit Hospitality Group is responsible for providing our guest with memorable service all while conducting various daily operations.
Daily operations consists of guest interaction by recording and communicating guest special requests and problems to appropriate department to ensure that they have been addressed in a timely and professional manner.

Prerequisites/Qualifications

• Two (2) years previous experience as a Front Desk Rep. for a name brand hotel chain; preference for Marriott, Hilton, and Hyatt
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and quickly change direction as needs arise
• Working knowledge of FOSSE, Microsoft programming, Excel, Clover, and Micros Restaurant Management System
• Able to diagnose and repair simple computer problems
• Skilled in math and able to operate a 10 key by touch

Duties & Responsibilities

• Provide Customer Service to guests in an intelligent and professional manner
• Run shift reports/journals from Front Office Systems
• Prepare daily arrivals/departure reports with a strong focus on guest requests.
• Makes corrections and adjustments and handles all computer problems that might occur throughout the shift
• Reviews and corrects discrepancies in the Front Desk System
• Ensures complete guest satisfaction
• Completes Guest registration process
• Must be familiar with computer systems for Guest reservation information processing
• Must verify and imprint Guest credit cards for authorization
• Must be well versed in cash handling and accurately balance house bank
• Assigns guests rooms based upon preferences and availability
• Drives the Revenue Management process by selling rooms at various rates
• Handles Guest issues and concerns in a tactful manner and works to achieve a satisfactory resolution
• Answers questions in regards to hotel facilities and services
• Answers the telephone and books reservations
• Answers Guest inquiries for local directions/events
• Recommends local area restaurants, points of interest, or needs for transportation
• Maintains cleanliness of front desk, lobby, and back office
• Follows up promptly with Guest check-ins, complaints, and other requests
• Interacts in a professional manner with other departments and employees to ensure a good working relationship and hospitable atmosphere for Guests
• Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity
• Participates in Hotel Safety Committee
• Ensures the Quality Standards for the hotel brand and Summit Hospitality Group are maintained for Property, Product, and People
• Duties are subject to change and additional duties may be assigned as needed by the manager on duty
• Able to drive Company’s Vehicle for Guests Transportation to/from
• Assists with setting up meeting rooms

Work Environment

• Flexible work schedule including weekends; this position is referred to as first or second shift.
• Able to lift 50 lbs
• Valid Driver’s license
• Sitting, standing, reaching, and bending for extended periods of time