Front Desk Agent/PBX

HEI Hotels & Resorts•Atlanta, GA

2d•Onsite

About The Position

The Front Desk Agent/PBX assists guests with hotel arrival and departure while providing positive guest experiences. The role involves welcoming guests, completing registration and checkout, handling payments and guest accounts, responding to telephone calls and messages, providing requested information and items, and resolving guest concerns. The agent is expected to remain calm and exercise judgment during emergencies and periods of heavy hotel activity, comply with attendance rules, and perform other job-related duties as assigned. The Hilton Airport Atlanta describes its leadership model as family-style, with a focus on team development and continuous learning. Team members receive free transportation between the hotel and the MARTA station, and free lunch and dinner during working hours. Hotel experience is preferred, and the employer encourages applicants whose experience may not match every qualification to apply.

Requirements

Hotel experience is preferred.
Skill using a calculator to prepare moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to gather accurate information, defuse anger, 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.

Responsibilities

Greet guests promptly and warmly; listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in the computer system, confirming guest count and room rate, selecting appropriate rooms, coding electronic keys, and providing welcome folders and applicable items.
Promote HEI Hotels and Resorts and brand marketing programs.
Verify and imprint credit cards for authorization; 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 posted rates; and post charges to guest rooms and house accounts.
Answer telephone calls clearly and positively; enter and retrieve messages and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and determine guest satisfaction; negotiate resolutions to dissatisfaction, which may include authorizing revenue allowances.
Investigate guest complaints and develop effective solutions, including resolving price conflicts and room heating or air-conditioning issues.
Remain calm and alert during emergencies and periods of heavy hotel activity, using judgment and discretion to plan and implement appropriate steps.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.