Guest Experience Agent - Front Desk & Reservations

The Ballantyne, A Luxury Collection Hotel; Charlotte (NC); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Hotel Discounts

Employee Assistance program

Job summary

The Ballantyne is seeking a Front Desk Agent to be the first point of contact for guests, ensuring smooth check-in/check-out and exceptional service. You will manage inquiries, reservations, and daily front desk tasks with a focus on professionalism and guest satisfaction.

Responsibilities include greeting guests, handling check-in/out, providing information on amenities and local attractions, and maintaining accurate records in the property management system.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize tasks.
• Attention to detail and accuracy.
• Basic computer skills, including proficiency in property management systems.
• Previous experience in the hospitality industry preferred.
• Hotel Discounts
• Employee Assistance program

Responsibilities

• Greet and welcome guests in a warm and friendly manner.
• Assist guests with check-in and check-out procedures, including room assignments and payment processing.
• Handle guest inquiries and requests promptly and efficiently.
• Provide information about hotel amenities, local attractions, and transportation options.
• Resolve guest complaints and issues in a timely and professional manner.
• Process reservations and cancellations.
• Manage room assignments and room blocks.
• Update and maintain accurate guest records.
• Answer phone calls and respond to emails.
• Maintain a clean and organized front desk area.
• Adhere to hotel policies and procedures.
• Assist with other tasks as assigned.

Skills

Customer service

Multitasking

Attention to detail

Communication

Interpersonal skills

Basic computer skills

Tools

Property management system

Job description

Charlotte, North Carolina, United States

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Job Description

Job Description

Front Desk Agent

Department: Front Office

Reports To: Front Office Manager

Northwood Overview

An enterprising organization managing hospitality assets that deliver unique, carefully curated guest experiences. We understand that our people are the hallmark of our success, managing and operating a portfolio of leading hotel assets ranging from select service to lifestyle independent hotels. Our people are the most important assets. We are committed to developing talent and building high performance leadership teams. We understand that the sum of our collective talents and efforts helps us achieve greater results and thrive.

Job Overview:

As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional customer service and ensuring a seamless check-in and check-out process. You will be responsible for managing guest inquiries, reservations, and any issues that may arise.

Key Responsibilities:

Guest Service:

o Greet and welcome guests in a warm and friendly manner.

o Assist guests with check-in and check-out procedures, including room assignments and payment processing.

o Handle guest inquiries and requests promptly and efficiently.

o Provide information about hotel amenities, local attractions, and transportation options.

o Resolve guest complaints and issues in a timely and professional manner.

Reservations:

o Process reservations and cancellations.

o Manage room assignments and room blocks.

o Update and maintain accurate guest records.

Administrative Tasks:

o Answer phone calls and respond to emails.

o Maintain a clean and organized front desk area.

o Adhere to hotel policies and procedures.

o Assist with other tasks as assigned.

Qualifications:

· Excellent communication and interpersonal skills.

· Ability to multitask and prioritize tasks.

· Attention to detail and accuracy.

· Basic computer skills, including proficiency in property management systems.

· Previous experience in the hospitality industry preferred.

· Hotel Discounts

· Employee Assistance program

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be added at any time with or without notice.

EEO and ADA Statements

The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Salary Range

16.50

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