What are the responsibilities and job description for the Front Desk Agent position at The Charlston Place?
We believe that hospitality is a transformative art — that this “place” can do more than inspire and nurture its guests, team, and partners. It can inspire an entire city, country, and world. By captivating the hearts and imaginations of a new generation with renewed passion, purpose, and intention, we’re building a hospitality company and place that celebrates humanity. Where we can be a source of hope, care, and delight. Where people are inspired to be the best version of themselves — kinder, more open, and more gracious. And, that we have the power to carry that spirit with us into our hearts, lives, communities, and everywhere we go.
Job Description
While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.
Duties/Responsibilities:
- Be thoroughly familiar with all check-in and check-out procedures and the AM and PM checklist.
- Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner.
- Acknowledge (verbally and by name when possible) and register guests, including verifying accommodations on the computer, obtaining vouchers when necessary, establishing guest credit via credit card or credit deposit, completing forms, entering information into the computer and programming room keys.
- Relay pertinent information regarding accommodations and assist with questions pertaining to and/ or booking reservations.
- Contact various departments to fill guests' needs.
- Enter all guest information into the computer.
- Make room changes for guests based on availability.
- Handle and count large amounts of money accurately and efficiently.
- Exchange foreign currency, cash traveler's checks and personal checks, balance cash bank and assume responsibility for safeguarding monies.
- Post charges to guest accounts; transfer charges/ credits; run necessary computer reports.
- Assist with luggage and storage and delivery concerns.
- Anticipate and handle guest issues and concerns.
- Escort VIPs to rooms whenever possible.
- Practice aggressive hospitality at all times.
- Maintain knowledge of hotel features/ services, outlets, hours of operation, etc.
- Practice emergency procedures in compliance with hotel/company standards; react and assist in
- hotel emergency situations as needed.
- Be an ambassador of the hotel and the company at all times, in and outside of the workplace.
- Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
- Be knowledgeable of, implement, communicate, and comply with policies of The Charleston Place.
- Maintain confidentiality and security of all guests and general hotel information.
- Assist in other areas as needed.
Required Skills/Abilities:
- Ability to communicate with hotel guests and employees to their understanding.
- Ability to provide friendly, efficient, and courteous service to guests.
- Ability to access, input and retrieve information on the computer system.
- Ability to calculate.
- Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.
- Ability to handle the stress inherent in interacting with co-employees and resolving guest problems.
- Ability to work under pressure, be organized, self-motivated, and work well with others.
- Strong positive attitude and ability to initiate a light conversation with guests.
- Basic knowledge of Charleston and surrounding areas.
- Ability to provide legible communication.
- Must be able to complete work in a timely, accurate, and thorough manner.
- Ability to work effectively and relate well with senior management and colleagues.
- Understanding of the luxury hotel environment.
- Additional foreign language skills are a plus.
Education and Experience:
High school diploma or GED required, some college or vocational course preferred. Three years prior
experience in customer service in a high-paced, detail-oriented position.
Physical Requirements:
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
Must be able to lift equipment, supplies, etc. of at least 30 pounds.
- Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
- The role may require extended periods of time on your feet, especially during peak hotel hours or events.
- Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
- Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Why work at The Charleston Place:
- Enjoy free meals in our employee café
- Paid Time Off based on hours worked, up to 16 days in your first year
- 8 Paid Public Holidays
- Up to 4.5% Company Match – Retirement Savings Plan
- Medical, Dental, Vision Insurance
- Flexible Spending Account
- Health Savings Account
- Colleague Commuter Benefit
- Hotel discounts at Spa and Dining Outlets
- Friends & Family Hotel Room Discounts
_______________________________________________________________________________
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law.
