Front Desk Agent/Night Auditor
About The Position
About Us Surround yourself with modern comforts at the Westin Pasadena. Elevate your career working near Historic Old Town Pasadena, Rose Bowl Stadium, Pasadena City Hall, museums, and restaurants. Be part of a group of people who are passionate about the Hospitality Industry. When you join our Team, you will receive competitive compensation, benefits and PTO programs. Our associates are also eligible to take advantage of life-needs such as health and wellness, a robust retirement plan, travel benefits, product and service discounts with all Marriott brands worldwide, and much more! Daily our associates enjoy a free meals in our spacious associate cafeteria. Monthly we have a Town Hall meeting celebrating our associates, special delights from our Chef, and prizes. Join our commitment to our community with one of our monthly volunteer activities throughout the city. Come see us today to learn more! Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply. Overview Assist guests with arrival and departure from hotel, while providing positive guests experiences.
Requirements
- Hotel experience preferred.
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to observe and detect signs of emergency situations.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
- Effective verbal and written communication skills.
- Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
Responsibilities
- Greet customers immediately with a friendly and sincere welcome.
- Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
- Promote HEI Hotels and Resorts and brand marketing programs.
- Make appropriate selection of rooms based on guest needs.
- Code electronic keys.
- Non-verbally confirm the room number and rate.
- Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
- Verify and imprint credit cards for authorization using electronic acceptance methods.
- Handle cash, make change and balance an assigned house bank.
- Accept and record vouchers, traveler’s checks, and other forms of payment.
- Convert foreign currency at current posted rates.
- Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using positive and clear communication.
- Input messages into the computer.
- Retrieve messages and communicate the content to the guest.
- Retrieve mail, small packages and facsimiles for customers as requested.
- Close guest accounts at time of check out and ascertain satisfaction.
- In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
- Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity.
- Plan and implement detailed steps by using experienced judgment and discretion.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.
Benefits
- competitive compensation
- benefits and PTO programs
- health and wellness
- a robust retirement plan
- travel benefits
- product and service discounts with all Marriott brands worldwide
- free meals in our spacious associate cafeteria
- Town Hall meeting celebrating our associates, special delights from our Chef, and prizes
- monthly volunteer activities throughout the city
- Medical and Dental programs through Anthem Blue Cross Blue Shield
- Vision insurance programs through EyeMed
- Vacation, Sick and Holiday programs
- pet insurance through the ASPCA
- Supplemental, Spousal and Child Life insurance
- Short and Long-Term Disability plans
- 401(k) Savings Plan with matching funds
- discounts through our 'YouDecide' and Hotel Room Discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
