Hotel Front Desk Associate

SpringHill Suites Charlotte City Center; Charlotte (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Daily pay option

Job summary

SpringHill Suites Charlotte City Center is seeking a Front Desk Associate for a full-time role in Charlotte, NC. You will be the guest’s first point of contact, handling check-in/check-out, information requests, and loyalty program upsells.

The position requires strong customer service skills, 1 year of front desk experience, and proficiency with Word/Excel. Familiarity with Lightspeed, FOSSE or PEP is a plus. Flexible shifts include 7am-3pm or 3pm-11pm.

Qualifications

• 1 year experience as a hotel front desk agent required.
• Proficient in Microsoft Word and Excel.
• Experience using hotel reservation systems such as Lightspeed, FOSSE or PEP is a plus.
• Strong organizational and problem-solving abilities.
• Excellent customer service and communication skills.

Responsibilities

• Greet guests at check-in and complete registration per brand standards.
• Greet guests at check-out and reconcile charges, update guest profiles.
• Demonstrate knowledge of room categories, rates, packages and local area.
• Upsell hotel services, facilities and loyalty programs.
• Answer calls with professional etiquette and assist guests.
• Respond to guest inquiries promptly and courteously.
• Handle complaints with empathy and escalate to a manager when needed.
• Complete start/end-of-shift tasks and reports.
• Inform guests about payment methods and verify credit card data.

Skills

Front desk experience

MS Word/Excel

Interpersonal skills

Organization

Customer service oriented

Tools

Lightspeed

FOSSE

PEP

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Hotel Front Desk Associate

Full Time Clerical SpringHill Suites City Center, Charlotte, NC, US

We offer Daily pay! Access up to 50% of your earned wages after every shift.

The SpringHill Suites by Marriott Charlotte City Center is currently hiring for a full-timeFront Desk Associate to serve as our guests’ first point of contact and manage all aspects of their accommodations. The person hired for this position will need flexibility to work 7am-3pm or3pm-11pm; weekday and weekend availability is required.

Position Summary:

As a Front Desk Associate, you will play a vital role in ensuring an exceptional and memorable experience for guests. Front Desk Associates are the face of the hotel and therefore must have excellent customer service skills, attention to detail, and a positive and cheerful personality. Whether you are providing information about the local area or ensuring their needs are met during their stay, your dedication to customer service will be instrumental in exceeding guest expectations.

RESPONSIBILITIES

• Greet guests at check-in with a smile and warm welcome, and complete the registration process, according to brand and company standards, by entering and retrieving information from system, confirming guest information and identity, referring to guest by name, confirming room rate and type, assigning room, coding electronic keys, acknowledging loyalty status, promoting marketing programs, providing welcome information, and ensuring guest knows location of room and elevator
• Greet guests at check-out with a smile and warm greeting and complete the check-out process, according to brand and company standards, including referring to guest by name, confirming room rate and other charges (e.g. market and dining purchases, parking, etc.) are accurate and accounted for in the system, confirming payment method, update if needed, processing payment, and printing or emailing folio (confirm email, if applicable). Document guest’s preferences, to ensure the best possible experience for future stays, by updating guest’s profile.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services, facilities and benefits of loyalty program
• Follow acceptable phone etiquette by answering phone promptly, using a polite professional greeting and offering assistance
• Respond to guest inquiries and requests promptly, and in a friendly and efficient manner.
• Use attentive/active listening skills when fielding guest complaints. Apologize, empathize and take prompt action to resolve complaint. Escalate to a manager, if necessary.
• Complete designated start and end-of-shift tasks and reports
• Inform customers about payment methods and verify their credit card data

SKILLS

• 1 year experience working as a hotel front desk agent required
• Competent computer skills including knowledge of Microsoft Word and Excel
• Experience using hotel reservation system such as Lightspeed, FOSSE or PEP is a plus.
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem-solving skills

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, count currency, perform basic arithmetic, talk to customers on the phone and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk frequently and stand for their entire shift. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.