Front Desk Agent

The Grand Bohemian Charlotte, Autograph Collection is an AAA Four Diamond boutique hotel located in Uptown Charlotte. Its central location provides access to nearby landmarks including Truist Field, Romare Bearden Park, and the NASCAR Hall of Fame. The property is also within walking distance of the Charlotte Convention Center and the city’s business district. Guest rooms are designed with Argentinian-inspired elements and include modern amenities. Dining options feature Mico Restaurant and our rooftop bar, Búho Bar, with views of the Uptown skyline. Additional facilities include an art gallery and spaces for socializing or relaxation. The hotel has flexible event venues that can accommodate meetings, weddings, and social functions.

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Effectively handle problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

Requirements

• College coursework in a related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Effectively communicate both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Effective at listening to, understanding, and clarifying concerns raised by employees and guests.