Front Desk Agent & Night Auditor

Raines Company; Cartersville (GA); On-site; USD 28,000 - 38,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401K

PTO

Job summary

Raines Co. is seeking a Front Desk Agent to warmly welcome guests, check in/out, and manage reservations with a focus on exceptional service. The role requires handling inquiries, coordinating with other hotel departments, and maintaining accurate billing and records.

Experience in customer service or hospitality is preferred. Proficiency in Microsoft 365 and a high school diploma or GED are expected. This position offers a stable work environment within a family-owned company with growth

Qualifications

• Experience in customer service or guest-facing roles.
• Hospitality experience in hotels/restaurants is preferred.
• Proficient with Microsoft 365 or similar software.

Responsibilities

• Greet guests in a courteous and efficient manner.
• Check-in/out guests and manage reservations.
• Answer inquiries and assist with hotel information.
• Upsell room nights to increase occupancy and revenue.
• Coordinate with housekeeping and maintenance as needed.
• Handle billing to ensure accuracy and timely payments.
• Process payments and maintain cash handling responsibilities.
• Maintain front desk log and ensure security procedures are followed.
• Attend required meetings and support other departments during peak times.

Skills

Customer service

Guest interaction

Communication

Education

High school diploma/GED

Tools

Microsoft 365

Job description

Raines Co. - Your Future is Now!

Position Summary:

The Front Desk Agent is responsible for greeting guests in a courteous and efficient manner, handling inquires, checking-in/out, and reserving rooms. Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Essential Job Functions

• Ensures Outstanding customer service at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Cross checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and pre-registers each guest
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank
• Ensures Front desk log (book or system) is read and updated
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

Experience And Education

• Experience in customer service, forward-facing, or other guest-related positions
• Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred
• Proficient in Microsoft 365 or similar computer applications
• Minimum High school diploma, GED or equivalent

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.

EEO/D/V