Front Desk Agent

HEI Hotels and Resorts•New Orleans, LA

11d•Onsite

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role includes greeting and assisting guests, completing registration and payment processes, responding to inquiries, handling guest communications and requests, resolving complaints, and maintaining calm and effective service during emergencies or busy periods. The agent must comply with attendance rules, be available to work regularly, and perform other job-related duties as assigned. Hotel experience is preferred. The position requires effective communication and customer-service skills, comfort using a computer system and calculator, and the ability to stand and move throughout the front office while performing essential job functions, with or without reasonable accommodation. The Astor Crowne Plaza New Orleans describes its associates as family and offers complimentary uniforms, meals, and 24/7 discounted downtown parking. HEI Hotels and Resorts also provides a benefits program that includes medical, dental, vision, time-off programs, pet insurance, life and disability coverage, a 401(k) plan with matching funds, and discount programs. Benefit details and eligibility vary by location and employment status.

Requirements

Ability to use 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 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 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 different audiences, including supervisors, coworkers, and the public.
Availability to comply with attendance rules and work regularly.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet customers promptly with a friendly and sincere welcome.
Listen to guest requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in a computer system and confirming details such as guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Select rooms based on guest needs, code electronic keys, and confirm room number and rate non-verbally.
Provide welcome folders and applicable keys, certificates, coupons, and refreshment-center keys.
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 posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls promptly and clearly; enter and retrieve messages and communicate their contents to guests.
Retrieve mail, small packages, and facsimiles for customers upon request.
Close guest accounts at checkout and ascertain guest satisfaction.
Address dissatisfaction and complaints by researching issues, developing effective solutions, negotiating results, and, when appropriate, authorizing revenue allowances.
Assist with problems such as price conflicts and 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.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.