Guest Experience Lead: Front Desk & Concierge

Tandem Hospitality Group, LLC; Morgantown (WV); On-site; USD 30,000 - 38,000; Full time

Benefits offered by this job

Hospitality staff discounts

Job summary

Tandem Hospitality Group, LLC in Morgantown, WV seeks a Front Desk Agent to deliver warm guest service during check-in/check-out, manage PBX operations, mail, and messages with precise daily cash procedures. Strong communication and a courteous demeanor are essential.

Requirements include a high school diploma and 6–12 months of related experience, plus the ability to balance the daily shift bank and coordinate with other departments to ensure guest satisfaction.

Qualifications

• High school diploma or equivalent; six months to one-year related experience and/or training
• Ability to read, analyze, and interpret procedure manuals
• Ability to operate the Property Management System, capture email, and use the PBX system. Must balance daily shift bank and maintain organization and service quality

Responsibilities

• Provide high level of customer service consistently
• Pre-assign hotel rooms including VIPs and special requests
• Check guests in and out in a confident, professional and friendly manner
• Answer phone calls promptly and knowledgeably with complete and accurate information
• Complete all items on the daily checklist by end of shift
• Follow established key control policy
• Verify credit limits and process payments accurately
• Handle lost & found reports with proper documentation
• Assist guests with local services, attractions, and concierge needs
• Be knowledgeable of fire and emergency procedures
• Open, secure, and balance daily shift cash and transactions
• Monitor room availability throughout the day
• Review daily selling status using yield management systems
• Coordinate with other departments to ensure guest satisfaction
• Perform other duties as directed by management

Skills

Customer service

Phone etiquette

Cash handling

Education

High school diploma

Tools

Property Management System (PMS)

PBX system

Job description

Tandem Hospitality Group, LLC in Morgantown, WV seeks a Front Desk Agent to deliver warm guest service during check-in/check-out, manage PBX operations, mail, and messages with precise daily cash procedures. Strong communication and a courteous demeanor are essential.

Requirements include a high school diploma and 6–12 months of related experience, plus the ability to balance the daily shift bank and coordinate with other departments to ensure guest satisfaction.