Front Desk Agent-FT/AM/PM

HEI Hotels and Resorts•Alpharetta, GA

1d•Onsite

About The Position

Assist guests with arrival and departure from the hotel while providing positive guest experiences. The Front Desk Agent greets and assists guests, completes registrations and checkouts, processes payments and room charges, handles telephone calls and messages, and responds to guest questions and complaints. The role requires remaining calm during emergencies and busy periods, complying with attendance rules, and performing other job-related duties as assigned. Hotel experience is preferred.

Requirements

Hotel experience preferred.
Skill in using a calculator to prepare moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including demonstrating 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.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet guests promptly with a friendly and sincere welcome.
Listen to guest requests, respond appropriately, and provide 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 based on guest needs, code electronic keys, confirm the room number and rate, and provide welcome folders and related items as appropriate.
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, and convert foreign currency at current 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 guests as requested.
Close guest accounts at checkout and determine guest satisfaction.
Address dissatisfaction and complaints by researching issues, developing solutions, negotiating outcomes, and, when appropriate, authorizing revenue allowances.
Listen and assist with resolving problems such as price conflicts or 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 maintain regular availability for work.
Perform other job-related duties as assigned.

Benefits

Company medical, dental, vision, and retirement benefits.
Free lunch or dinner during the shift in the Associate Cafe.
Free gated on-site parking.
Provided uniforms and discounted on-site dry-cleaning rates.
Access for associates and their families to Marriott's discounted hotel room program.
Medical and dental programs through Anthem Blue Cross Blue Shield and vision insurance through EyeMed.
Vacation, sick, and holiday time-off programs.
Pet insurance through the ASPCA.
Supplemental, spousal, and child life insurance, and short- and long-term disability plans.
401(k) Savings Plan with matching funds.
Discounts through the YouDecide and Hotel Room Discount programs.