Guest Experience Lead — Front Desk

Tandem Hospitality Group; Morgantown (WV); On-site; USD 24,000 - 30,000; Full time

Job summary

Tandem Hospitality Group in Morgantown, WV seeks a Front Desk Agent to deliver quality guest services during check-in and check-out, handle PBX operations and mail, and ensure accurate daily accounting. The role emphasizes hospitality standards and guest engagement while supporting concierge services.

The ideal candidate has strong communication, cash handling, and problem-solving skills, with high attention to detail and a welcoming demeanor for all guests.

Qualifications

• High school diploma or equivalent; and six months to one‑year related experience and/or training
• Ability to read, analyze, and interpret procedure manuals
• Ability to solve practical problems and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• 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
• While performing the duties of this job, the employee is regularly required to stand, walk, and communicate
• The employee must occasionally lift and/or move up to 25 pounds.

Responsibilities

• Consistently 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 checklist by end of shift
• Follow established key control policy
• 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 immediate area, services, attractions, and events and assist with Concierge services
• 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
• Performs all other duties as directed by immediate supervisor
• Contact with other departments to ensure that hotel services are coordinated to provide the best in guest satisfaction
• Performs other duties as assigned, requested or deemed necessary by management

Skills

Customer service

Communication

Problem solving

Attention to detail

Time management

Property Management System

PBX system

Education

High school diploma or equivalent

Tools

Property Management System

PBX system

Job description

Tandem Hospitality Group in Morgantown, WV seeks a Front Desk Agent to deliver quality guest services during check-in and check-out, handle PBX operations and mail, and ensure accurate daily accounting. The role emphasizes hospitality standards and guest engagement while supporting concierge services.

The ideal candidate has strong communication, cash handling, and problem-solving skills, with high attention to detail and a welcoming demeanor for all guests.