Part-Time Front Desk Agent

HEI Hotels and Resorts•Birmingham, AL

17d•Onsite

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The Front Desk Agent welcomes guests, completes registration and check-out procedures, handles payments and guest accounts, responds to requests and complaints, and provides information about hotel amenities and local attractions. The position requires effective communication, sound judgment, attention to detail, and the ability to remain calm during emergencies and busy periods.

Requirements

Ability to use 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 defuse anger, collect 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 provide a friendly welcome.
Listen to guest requests, respond appropriately, and provide accurate information about 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 according to guest needs, code electronic keys, confirm room number and rate, and provide welcome folders and related items as appropriate.
Verify and imprint credit cards for authorization using electronic payment methods.
Handle cash, make change, balance an assigned house bank, and accept and record vouchers, traveler’s checks, and other forms of payment.
Convert foreign currency at current posted rates and post charges to guest rooms and house accounts.
Answer telephone calls, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at check-out and determine guest satisfaction; address dissatisfaction and negotiate solutions, including revenue allowances when appropriate.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning issues.
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 maintain regular availability for work.
Perform other job-related duties as assigned.