Front Desk Agent

HEI Hotels and Resorts•Chicago, IL

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role welcomes guests, completes hotel registration and checkout, responds to requests and questions, processes payments, and addresses guest concerns. It also involves using hotel computer systems and front-office equipment, communicating messages, and remaining calm and alert during emergencies and periods of heavy activity. Hotel experience is preferred.

Requirements

Considerable skill using 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 collect accurate information, defuse anger, 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.
Ability to comply with attendance rules and be available to work regularly.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet guests promptly with a friendly and sincere welcome.
Listen to guest requests and provide appropriate assistance and accurate information, including outlet hours and local attractions.
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 to suit guest needs, code electronic keys, and confirm room number and rate non-verbally.
Provide welcome folders and applicable room 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 the telephone promptly and clearly; enter and retrieve messages and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine whether guests are satisfied.
Address guest dissatisfaction and complaints through research, effective solutions, negotiation, and, when appropriate, authorization of revenue allowances.
Assist with problems such as price conflicts and insufficient heating or air conditioning.
Remain calm and alert during emergency situations and periods of heavy hotel activity, using judgment and discretion to plan and implement detailed steps.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.