Front Desk Agent

Courtyard Charlotte Airport/Billy Graham Parkway
Charlotte, NC

Come join our committed and passionate team!

Front Desk Agent

Posted November 8, 2019

Overview

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Responsibilities

  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
  • Other duties as assigned

Qualifications

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One year previous experience in a similar position in a hotel preferred.
  • Customer service experience required.
  • Basic computer skills required.
  • Must be available to work weekday and weekend shifts.

Courtyard Charlotte Airport/Billy Graham Parkway

175 Room Hotel

Our Hotel

Combining leisure comforts with high-tech amenities, Courtyard Charlotte Airport/Billy Graham Parkway welcomes travelers with refreshing new designs, exceptional service & thoughtful amenities including complimentary shuttle service 24/7. Sitting footsteps from Billy Graham Library, we put the best of Queen City at your fingertips including the NASCAR Hall of Fame, US White Water Center & The Olde Mecklenburg Brewery. Our Charlotte Airport hotel pampers guests with well-designed rooms & a lobby that invites you to think outside-the-room with media pods, free Wi-Fi, GoBoard technology, a 24-hour business center & tasty menu options from The Bistro. Host meaningful meetings in almost 6,000 sq. ft. of flexible meeting space in Charlotte, NC complete with high-speed internet & cutting-edge AV equipment. Stay fit on the road with a leisurely swim in our outdoor pool or a workout in the fitness center. From hard at work, to right at ease, discover great stays at Courtyard Charlotte Airport Billy Graham Parkway!