Front Desk Agent

HEI Hotels & Resorts•Salt Lake City, UT

3d•Onsite

About The Position

The Front Desk Agent assists guests with arrival and departure from the hotel while providing positive guest experiences. The role welcomes guests, responds to requests, shares accurate information about hotel outlets and local attractions, and completes guest registration and checkout procedures. It also handles payments, guest accounts, telephone inquiries, messages, mail, packages, and facsimiles. The agent addresses guest complaints and service issues by researching concerns, listening, offering assistance, and negotiating effective solutions. The position requires remaining calm and alert during emergencies and periods of heavy hotel activity, following attendance requirements, and performing other job-related duties as assigned.

Requirements

Ability to use 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 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.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet guests promptly and warmly, listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in the computer system and confirming guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs, select rooms based on guest needs, code electronic keys, confirm room number and rate, and provide welcome folders and related items.
Verify and imprint credit cards for authorization, handle cash and 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; and post charges to guest rooms and house accounts.
Answer telephone calls, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles as requested.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction by negotiating solutions, which may include authorizing revenue allowances.
Research and resolve guest complaints and service problems, including price conflicts and heating or air-conditioning issues.
Remain calm and alert during emergency situations and 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.