Front Desk Agent

HEI Hotels & Resorts•The Woodlands, TX

About The Position

The Front Desk Agent assists guests with arrival and departure from the hotel while providing positive guest experiences. The role involves welcoming guests, completing registration and checkout, processing payments, responding to calls and messages, and addressing guest requests and concerns. Agents are expected to remain calm and use judgment during emergencies and periods of heavy hotel activity, and to perform other job-related duties as assigned.

Requirements

Hotel experience preferred.
Skill in using a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to gather 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 in 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 their requests, provide accurate information about hotel outlets and local attractions, and take appropriate action.
Complete guest registration using the computer system, confirm guest and room-rate information, select rooms based on guest needs, promote HEI and brand marketing programs, code electronic keys, and provide welcome materials as appropriate.
Authorize credit cards, handle cash and balance an assigned house bank, accept and record other forms of payment, convert foreign currency at posted rates, and post charges to guest rooms and house accounts.
Answer telephone calls, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles upon request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and, when appropriate, authorize revenue allowances as a compromise.
Investigate guest complaints, identify effective solutions, and negotiate outcomes, including resolving price conflicts and room-condition issues.
Stay calm and alert during emergency situations 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.