Front Desk Agent

HEI Hotels and Resorts•The Woodlands, TX

9d•Onsite

About The Position

The Front Desk Agent assists hotel guests with arrival and departure while providing positive guest experiences. The role involves welcoming guests, completing registration and payment processes, responding to inquiries, handling guest communications, and resolving complaints. The agent must remain calm during emergencies and busy periods, use judgment and discretion, and comply with attendance requirements.

Requirements

Ability to use a calculator for moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect 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, provide accurate information about hotel outlets and local attractions, and respond appropriately.
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 discreetly confirm the room number and rate.
Provide welcome folders and applicable keys, certificates, coupons, and refreshment center keys.
Authorize credit cards and 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, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine whether guests are satisfied.
Address dissatisfaction and complaints by researching issues, developing solutions, negotiating outcomes, and, when appropriate, authorizing revenue allowances.
Assist guests with problems such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity.
Plan and implement detailed steps using judgment and discretion.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.