Front Desk Agent

HEI Hotels & Resorts•Dallas, TX

12d•Onsite

About The Position

The Front Desk Agent assists hotel guests with arrival and departure while providing positive guest experiences. The role includes welcoming guests, completing registration and checkout, handling payments, answering telephone inquiries, communicating messages, and resolving guest concerns. Agents use a computer system to manage guest information and charges, and remain composed and attentive during emergencies and periods of heavy hotel activity.

Requirements

Ability to use a calculator to complete moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using 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 guests promptly and warmly, listen to requests, provide accurate information about hotel outlets and local attractions, and respond appropriately.
Complete guest registration in the computer system, confirm guest and room-rate information, select rooms according to guest needs, promote HEI Hotels and Resorts and brand marketing programs, code electronic keys, confirm room numbers and rates, and provide welcome folders and related items.
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 payment types; 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, communicate messages to guests, and retrieve requested mail, small packages, and facsimiles.
Close guest accounts at checkout and determine guest satisfaction; negotiate compromises for dissatisfied guests, which may include authorizing revenue allowances.
Research guest complaints and develop effective solutions, listening and providing assistance to resolve issues such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, using judgment and discretion to plan and implement appropriate steps.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.