Front Desk Agent

HEI Hotels and Resorts•The Woodlands, TX

About The Position

The Front Desk Agent assists hotel guests with arrival and departure while providing positive guest experiences. The role includes welcoming guests, completing check-in and check-out procedures, handling payments and guest accounts, answering calls, responding to requests and complaints, and providing information about hotel services and local attractions. Agents are expected to remain calm during emergencies and busy periods, follow attendance requirements, and perform other job-related duties as assigned. The position is at The Westin at The Woodlands, operated by HEI Hotels and Resorts. Hotel experience is preferred. The role requires regular movement and standing throughout the front office and use of a computer system to process guest information and transactions.

Requirements

Considerable skill using a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including exercising 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 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 customers promptly with a friendly and sincere welcome.
Listen to guest requests, respond appropriately, and provide accurate information about outlet hours and local attractions.
Complete guest registration in the computer system and confirm pertinent information, including guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Select rooms based on guest needs, code electronic keys, and confirm room number and rate non-verbally.
Provide welcome folders and relevant keys, certificates, coupons, and other materials.
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, travelers’ checks, and other forms of payment; convert foreign currency at posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls clearly and positively, enter messages into the computer, and retrieve and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and ascertain guest satisfaction.
Address dissatisfaction and complaints by researching issues, developing solutions, negotiating outcomes, and, where appropriate, authorizing revenue allowances.
Assist guests with problems such as price conflicts and insufficient heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.