Front Desk Agent/PBX

HEI Hotels and Resorts•Atlanta, GA

19h

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The role includes welcoming guests, handling registration and payment processes, answering and routing telephone inquiries, managing messages and requested deliveries, and resolving guest concerns. The agent is expected to remain calm during emergencies and periods of high activity, follow attendance requirements, and perform other job-related duties as assigned. Hotel experience is preferred.

Requirements

Considerable skill using a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including showing patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to stand and move throughout the front office and continuously perform essential job functions, with or without reasonable accommodation.
Ability to access and accurately enter 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 different audiences, including supervisors, coworkers, and the public.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet customers promptly and provide a friendly, sincere welcome.
Listen to guest requests, provide accurate information about hotel outlets and local attractions, and respond appropriately.
Complete guest registration by entering and retrieving information in the computer system and confirming guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Select rooms based on guest needs, code electronic keys, and confirm room number and rate non-verbally.
Provide welcome folders and appropriate keys, certificates, coupons, and refreshment center keys.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, balance an assigned house bank, and 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.
Answer telephone calls using positive, clear communication; enter and retrieve messages and communicate them to guests.
Retrieve mail, small packages, and facsimiles for customers as requested.
Close guest accounts at checkout and determine guest satisfaction; negotiate compromises for dissatisfaction, potentially including revenue allowances.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning issues, using appropriate assistance and negotiation.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and implement detailed steps.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.

Benefits

Free transportation to and from the MARTA station and hotel.
Free lunch and dinner during working hours.
Medical and dental programs through Anthem Blue Cross Blue Shield.
Vision insurance 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 the YouDecide and Hotel Room Discount programs. Eligibility and details vary by location and employment status.