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Front Office Agent

Posted September 19, 2022

Grand Bohemian Hotel Charlotte, Autograph Collection
Charlotte, NC
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About This Job

Job Summary

The overall objective and purpose of the Front Office Agent position are to provide a warm welcome and hospitable service to our guests.  The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests.  They are to provide the highest level of service in support of the company's mission, core values, standards, and goals.

Core Responsibilities

  • Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
  • May assist in housekeeping duties such as cleaning public areas and guest laundry. 
  • Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control
  • Process check-ins, check-outs, and room assignments
  • Coordinate with Housekeeping to track readiness of rooms for check-in
  • Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed
  • Post guest charges and payments, process no-shows, and adjust disputed charges
  • Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy
  • Verify rate codes and make appropriate adjustments on guest’ invoices
  • Block and unblock rooms according to the hotel’s need
  • Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
  • Process and respond to wake-up calls according to the standard operating procedure
  • Notify guests of messages and record them legibly and completely
  • Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
  • Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied
  • Log guest requests and concerns according to the standard operating procedure. Communicate with departments promptly
  • Solve problems proficiently
  • Demonstrate effective sales techniques to upsell rooms, amenities, and products
  • Maintain a neat and organized work area
  • Maintain the integrity of Company proprietary information and protect Company assets
  • Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
  • Maintain complete knowledge and comply with company policies and procedures
  • Maintain neat, clean, and professional appearance according to standards
  • Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
  • Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
  • Develop and maintain a positive working relationship and support the team to achieve our goals
  • Attend required training and meetings
  • All other duties as assigned, planned or un-planned

Knowledge, Skills, And Abilities 

  • Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment 
  • Ability to remain calm in various situations, use sound judgment and effectively solve problems
  • Ability to read and interpret documents such as safety rules and procedural manuals
  • Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
  • Strong written, verbal, and interpersonal skills
  • Comprehensive knowledge of office equipment and property management systems

Minimum Qualifications

  • Bachelor’s degree in Business or related training equivalent - required
  • 1+ year of relevant work experience in similar scope and title – required
  • Experience within luxury brand/markets - required
  • Student or graduate of hotel management – preferred

Supervisory Responsibilities

  • None

Work Environment

  • Must be comfortable working in a shared space, with constant noise, without the use of a private office.
  • Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
  • Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

Physical Demands

  • While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, stand, stoop, bend and crouch up to 8 hours daily.
  • Push, pull, and lift up to 50 lbs.  
  • While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation, which require sitting, waiting, and standing for long and short periods of time.
The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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About this Employer

Grand Bohemian Hotel Charlotte, Autograph Collection

201 West Trade Street
Charlotte, NC 28202

254 Room Hotel

www.marriott.com

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Immerse yourself in Uptown at the Grand Bohemian Charlotte

Step inside an artistic dreamscape in the heart of Uptown at Grand Bohemian Charlotte. The 254-guestroom boutique hotel is the key to unlocking a vibrant downtown adventure during your next event or vacation. Guests will be inspired as they unwind in the Argentinian-influenced guestrooms, inspired by classic works of art and complete with cultural design elements and modern amenities. Relax with a glass of wine at our rooftop bar overlooking the downtown cityscape, or elevate your group meeting in our versatile facilities just steps away from Charlotte’s business district and convention center. Hold your next event with us and enjoy the attentive service of our dedicated team, modern facilities and chef-inspired catering. Whatever brings you to Charlotte, the Grand Bohemian gives you space to wander.