Front Desk Agent

HEI Hotels & Resorts•Greenville, SC

About The Position

The Front Desk Agent assists hotel guests with arrival and departure while providing positive guest experiences. The role involves welcoming guests, handling registration and payments, responding to requests and complaints, and providing information about hotel services and local attractions. Agents are expected to remain calm and use sound judgment during emergencies and periods of heavy activity, comply with attendance rules, and perform other job-related duties as assigned.

Requirements

Hotel experience is preferred.
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 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.

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, confirming guest count and room rate, selecting rooms, promoting HEI and brand marketing programs, coding electronic keys, and providing welcome materials.
Verify and authorize credit cards; 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.
Answer telephone calls with clear, positive communication; enter and retrieve messages and communicate them to guests; and retrieve mail, small packages, and facsimiles upon request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and negotiate solutions, which may include authorizing revenue allowances.
Research and resolve guest complaints, including issues such as price conflicts and inadequate heating or air conditioning, using patience, tact, and diplomacy.
Remain calm and alert during emergencies and periods of heavy hotel activity, and plan and implement appropriate steps using judgment and discretion.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.