Front Desk Agent

HEI Hotels and Resorts • Dallas, TX

11d • Onsite

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role is based at The Stoneleigh, a 176-room hotel in Dallas that is part of Marriott’s Autograph Collection. Responsibilities include welcoming guests, completing registration and checkout, handling payments and account transactions, responding to calls and messages, providing requested items and information, and addressing guest concerns. The position requires regular availability and the ability to stand and move throughout the front office while performing essential functions, with or without reasonable accommodation.

Requirements

• Hotel experience preferred.
• Skill 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 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.

Responsibilities

• Greet customers promptly with a friendly and sincere welcome.
• Listen to guest requests, provide accurate information about hotel outlets and local attractions, and take appropriate action.
• Complete guest registration by entering and retrieving information in the 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 the room number and rate non-verbally.
• Provide welcome folders and applicable keys, certificates, coupons, and other materials.
• 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 payments, and convert foreign currency at posted rates.
• Post charges to guest rooms and house accounts using the computer.
• Answer telephone calls, enter messages into the computer, retrieve messages, and communicate them to guests.
• Retrieve mail, small packages, and facsimiles for customers upon request.
• Close guest accounts at checkout and determine guest satisfaction.
• Address dissatisfaction and complaints by researching issues, proposing solutions, negotiating outcomes, and authorizing revenue allowances when appropriate.
• 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, and use judgment and discretion to plan and implement steps.
• Comply with attendance rules and maintain regular availability for work.
• Perform other job-related duties as assigned.

Benefits

• Medical insurance through Anthem Blue Cross Blue Shield.
• Dental insurance through Anthem Blue Cross Blue Shield.
• Vision insurance through EyeMed.
• Vacation, sick, and holiday time-off programs.
• Pet insurance through the ASPCA.
• Supplemental, spousal, and child life insurance.
• Short- and long-term disability coverage.
• 401(k) Savings Plan with matching funds.
• Discounts through the YouDecide program and Hotel Room Discount program. Eligibility and program details vary by location and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed