Front Office Agent

Kessler Collection; Charlotte (NC); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Marriott Employee Discounts Worldwide

Medical, Dental, Vision Insurance

401(K) with Company Matching Contributions

Job summary

A luxury hotel group in Charlotte, NC, is seeking a Front Office Agent to provide exceptional hospitality and service to guests. Key responsibilities include managing check-ins and check-outs, assisting guests with requests, and maintaining the highest standards of service. Ideal candidates will have a Bachelor's degree and a year of relevant experience, preferably within a luxury environment. Working as part of a dedicated team, you will ensure each guest feels welcomed and well-cared for. This role offers competitive benefits and the opportunity for professional growth.

Qualifications

• Ability to perform all tasks at the front desk efficiently.
• Strong interpersonal skills for guest interaction.
• Experience in luxury brand markets is preferred.

Responsibilities

• Greet and assist guests at the front desk.
• Manage check-ins and check-outs seamlessly.
• Handle guest requests and maintain privacy.

Skills

Customer service skills

Problem-solving skills

Communication skills

Education

Bachelor’s degree in Business or related field

Tools

Property management systems

Job description

An inspiring career awaits you! The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired!

Grand Performers in qualifying roles may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

Responsibilities

The overall objective and purpose of the Front Office Agent position are to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the company's mission, core values, standards, and goals.

Core Responsibilities:

• Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
• May assist in housekeeping duties such as cleaning public areas and guest laundry.
• Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control
• Process check-ins, check-outs, and room assignments
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed
• Post guest charges and payments, process no-shows, and adjust disputed charges
• Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy
• Verify rate codes and make appropriate adjustments on guest’ invoices
• Block and unblock rooms according to the hotel’s need
• Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
• Process and respond to wake-up calls according to the standard operating procedure
• Notify guests of messages and record them legibly and completely
• Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
• Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied
• Log guest requests and concerns according to the standard operating procedure. Communicate with departments promptly
• Solve problems proficiently
• Demonstrate effective sales techniques to upsell rooms, amenities, and products
• Maintain a neat and organized work area
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean, and professional appearance according to standards
• Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
• Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
• Develop and maintain a positive working relationship and support the team to achieve our goals
• Attend required training and meetings
• All other duties as assigned, planned or un-planned

Qualifications

Knowledge, Skills, and Abilities:

• Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment
• Ability to remain calm in various situations, use sound judgment and effectively solve problems
• Ability to read and interpret documents such as safety rules and procedural manuals
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
• Strong written, verbal, and interpersonal skills
• Comprehensive knowledge of office equipment and property management systems

Minimum Qualifications:

• Bachelor’s degree in Business or related training equivalent - required
• 1+ year of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets - required
• Student or graduate of hotel management – preferred

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.