Franchise Hotel - Guest Services Representative (Front Desk)
Hotel Brand: Candlewood Suites
Location: United States, South Carolina, Mount Pleasant
Hotel: Candlewood Suites - Charleston – Mt. Pleasant - (CHSMD)
Job number: FRCHSMD1048
This job posting is for a position at a Hotel owned and operated by , an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees.
By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer.
Candlewood Suites Mt. Pleasant is seeking a Front Desk Agent that is responsible for representing the property’s service commitment to guests. This property is brand new and just opened in March 2021! We are located just 5 minutes to historical downtown Charleston, SC!
Your day to day
He or she is to assist our guests efficiently, courteously, and professionally in all front office related functions to maintain IHG standards of service and hospitality.
To perform all tasks according to the Brand’s Minimum Performance Standards. He or she handles guest’s check-in and checkout, reservations when required, incoming telephone calls and maintains status of rooms.
The ideal individual for filling this position is a vibrant, “upbeat”, and outgoing person who can relate to guests appropriately and handle their needs efficiently. Primary Responsibilities:
Smiles when “On Stage”
Adheres to PCI compliance
Is neatly attired at all times in the required uniform and name tag
Stays current on all emergency procedures and acts accordingly.
Greets and registers guests and provides room assignments, accommodating special requests whenever possible. Assist in the pre-registration and blocking of reservations.
Has a working knowledge of reservations procedures, sell reservations (be an order maker, not an order taker), and know cancellation procedures and Walk Policy.
Handles guest check-ins and checkouts efficiently, in a friendly and professional manner.
Provides information to all guests in a courteous and informative manner. Does not volunteer information about guests or associates-only indicate whether or not they can be reached
Handles complaints courteously and ensures proper follow up.
Communicates with incoming shift by logging pertinent information in the front office log
Ensures that all cash, check and miscellaneous items are in balance at the end of each shift.
Handles an assigned house bank and follows all cash handling as per hotel standard
Keeps housekeeping informed of any special requests, late checkouts and special need areas in the hotel.
Receives and transmits mail, phone and written message for guests (in absence of voice mail system)
Posts room charges, Candlewood Cupboard charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required.
Promotes repeat business by offering to take future reservations upon checkout.
Has knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures.
Is knowledgeable of 3rd party channels and any current promotions being offered, as well as all special promotions through the brand.
Develops a thorough knowledge of the hotel's OPERA PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.
Is aware of new potential sales contacts through guest interaction and reports the information to the Sales Department by use of Sales Leads Sheets.
Contributes to and supports the hospitality programs and training seminars to ensure their success. Continue to practice skills taught. • Attends monthly front office meetings • Performs required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by the brand.
What we need from you
Education: • High school or equivalent (Preferred)
COVID-19 Precaution(s): • Personal protective equipment provided or required Plastic shield at workstations • Temperature screenings • Social distancing guidelines in place • Sanitizing, disinfecting, or cleaning procedures in place
Physical Demands: Requires ability to stand for an entire shift; walking to a significant degree. Requires ability to move fingers and hands easily and quickly. Must have ability to communicate both orally and in writing to guests and members of the front office staff and to answer telephone calls. Requires ability to perform repetitive tasks. Requires ability to lift 15-25 pounds infrequently.
Ability to follow a schedule keeping in mind that the hotel is open 24 hours a day 365 days a year. Therefore, you may be required to work holidays, weekdays, weekends and different times during a 24-hour period.
What we offer
Job Type: Full-time