Job Description
Join the Heart of Raleigh's Hospitality Scene
Are you passionate about creating seamless guest experiences and maintaining the highest standards of luxury service? The Grand Raleigh Hotel is currently seeking a dedicated and professional Front Desk Agent to become a vital part of our elite hospitality team.
In this role, you will be the first point of contact for our esteemed guests, setting the tone for their entire stay. If you thrive in a fast-paced environment, possess exceptional communication skills, and are committed to excellence, we want to meet you.
Why Choose Us?
- Competitive salary and comprehensive benefits package.
- Employee discounts on dining and hotel amenities.
- Opportunities for professional growth within a luxury brand.
- A dynamic and supportive team culture.
Responsibilities
- Greet and Welcome: Provide a warm, professional welcome to arriving guests, handling check-in and check-out procedures with efficiency and grace.
- Guest Relations: Act as the primary point of contact for all guest inquiries, requests, and feedback, ensuring every need is met to the highest standard.
- Reservation Management: Manage the hotel's reservation system accurately, including handling overbookings, special requests, and updating guest profiles.
- Problem Resolution: Handle guest complaints or issues calmly and resourcefully, escalating complex matters to management when necessary to ensure guest satisfaction.
- Communication Hub: Manage incoming phone calls, emails, and faxes promptly, directing inquiries to the appropriate departments and relaying messages accurately.
- Lobby Maintenance: Maintain the cleanliness and organization of the front desk area and lobby to uphold our premium brand image.
- Security & Access: Verify identification and access cards, ensuring the safety and security of all guests and property.
Qualifications
- Education: High school diploma or GED required; post-secondary education in hospitality or business is a plus.
- Experience: Previous experience in a front desk or guest services role within the hospitality industry is preferred.
- Communication Skills: Excellent verbal and written communication skills with a polished and professional telephone manner.
- Computer Proficiency: Must be proficient in using property management systems (PMS) and Microsoft Office Suite.
- Interpersonal Skills: Ability to interact positively with a diverse group of guests and staff, demonstrating patience, empathy, and professionalism.
- Physical Stamina: Ability to stand for extended periods and lift up to 20 lbs as needed.
- Availability: Flexibility to work varying shifts, including weekends and holidays.