Front Desk Agent/PBX Operator

HEI Hotels and Resorts•Atlanta, GA

1d•Onsite

About The Position

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner. 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

Promptly answer telephone calls, greet callers with a positive and clear voice.
Listen to ascertain the correct extension.
Reading and using a moderately complex computer console, direct calls to appropriate line.
Requires sitting in a confined space for long periods of time to continuously perform essential functions.
Transcribe complete messages and repeat information to verify accuracy.
Input and retrieve messages from the computer as requested.
Read and verbally recite exact messages for guests.
Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
Page guests and patrons using the public address system in a courteous and clear manner.
Act as dispatcher for security, guest services and property operations associates.
Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.
Initiate emergency response as necessary and legibly document pertinent details.
Remain calm and polite especially during emergency situations or heavy hotel activity.
Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.
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.