Front Desk Agent

Westin • Linthicum Heights, MD

427d • $31,200 - $31,200

About The Position

The position involves assisting guests with their arrival and departure at the Westin Baltimore Washington Airport, ensuring a positive experience through exceptional customer service. The role includes various responsibilities such as greeting guests, managing check-in and check-out processes, handling payments, and addressing guest inquiries and complaints.

Requirements

• High school diploma or equivalent required, and college degree preferred.
• 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.
• 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.

Nice To Haves

• Experience in customer service roles
• Bilingual skills

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 and confirm the room number and rate non-verbally.
• 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 and retrieve messages to 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, negotiating compromises if necessary.
• Field guest complaints, conducting thorough research to develop 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 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 'YouDecide' and Hotel Room Discount programs
• DailyPay partnership for early access to earnings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED