Front Desk Agent

HEI Hotels & Resorts•San Ramon, CA

26d•$22 - $23•Onsite

About The Position

The Front Desk Agent assists guests with hotel arrival and departure while providing positive guest experiences. The role involves welcoming guests, handling registration and payment transactions, responding to inquiries, processing checkouts, and resolving guest concerns. Agents must remain composed during emergencies and busy periods, follow attendance requirements, and perform other job-related duties as assigned. The position is at San Ramon Marriott, part of HEI Hotels and Resorts. The hourly salary range is $21.50–$23.00; the position is not eligible for tips, service charges, or a discretionary performance bonus.

Requirements

High school diploma or equivalent required.
Skill using a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to 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

College degree preferred.
Hotel experience preferred.

Responsibilities

Greet guests warmly, listen to requests, provide accurate information about hotel outlets and local attractions, and respond appropriately.
Complete guest registration by entering and retrieving information in a computer system, confirming guest count and room rate, promoting hotel and brand programs, selecting rooms, coding electronic keys, confirming room number and rate, and providing welcome folders and applicable items.
Verify and imprint credit cards for authorization; handle cash, make change, and balance an assigned house bank.
Accept and record vouchers, traveler’s checks, and other payments; convert foreign currency at posted rates; and post charges to guest rooms and house accounts using the computer.
Answer telephone calls, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles upon request.
Close guest accounts at checkout and determine guest satisfaction; negotiate a compromise for dissatisfaction when appropriate, including authorizing revenue allowances.
Investigate guest complaints and develop effective solutions, listening and providing assistance to resolve concerns such as price conflicts or heating and air-conditioning issues.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use 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.