Front Desk Agent

HEI Hotels & Resorts•Chicago, IL

About The Position

The Front Desk Agent assists guests with arrival and departure from the hotel while providing positive guest experiences. The role includes welcoming guests, completing registration and checkout, managing payments and guest accounts, responding to telephone and information requests, and resolving guest concerns. Agents are expected to remain calm and use sound judgment during emergencies and periods of heavy hotel activity, comply with attendance requirements, and perform other job-related duties as assigned.

Requirements

Ability to use a calculator for moderately complex mathematical calculations without error.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to 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 their 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 rooms to meet guest needs, and promoting HEI Hotels and Resorts and brand marketing programs.
Code electronic keys, confirm room numbers and rates, and provide welcome folders and applicable keys, certificates, coupons, and refreshments-center keys.
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 payments; 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 deliver messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and negotiate compromises, including revenue allowances when authorized.
Research guest complaints and negotiate effective solutions, including issues involving prices, heating, or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, and plan and carry out appropriate steps using judgment and discretion.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.