PT Front Desk Agent

HEI Hotels & Resorts•Berkeley, CA

1d•Onsite

About The Position

At Claremont Resort & Club, exceptional hospitality is built on extraordinary people. For over a century, this iconic resort has defined luxury and service in the Bay Area, creating memorable guest experiences and a rewarding, inclusive workplace. Situated on 22 acres in the Berkeley and Oakland Hills, Claremont Resort & Club blends its rich 19th-century history with modern amenities, offering dining at Limewood, relaxation at The Spa, and wellness at The Club, all with breathtaking views of the San Francisco Bay. HEI is dedicated to building a diverse and inclusive workplace and encourages all interested candidates, including those with U.S. military experience, to apply even if their experience doesn't perfectly align with every qualification. The Front Desk Agent is responsible for greeting customers with a friendly welcome, using clear communication, and providing accurate information. Key duties include completing the registration process by inputting and retrieving information from a computer system, confirming guest details and room rates, and promoting HEI Hotels and Resorts and brand marketing programs. The agent will select appropriate rooms, code electronic keys, confirm room numbers and rates, and provide welcome folders. Financial responsibilities involve verifying and imprinting credit cards, handling cash, making change, balancing a house bank, accepting various forms of payment, converting foreign currency, and posting charges to guest rooms and house accounts. The role also requires promptly answering telephones, inputting and retrieving messages, handling mail and facsimiles, closing guest accounts, and ascertaining guest satisfaction. In cases of dissatisfaction, the agent will negotiate compromises, authorize revenue allowances, and resolve complaints by conducting thorough research and extending assistance for issues like price conflicts or room conditions. The agent must remain calm and alert during emergencies and heavy hotel activity, plan and implement detailed steps using experienced judgment, comply with attendance rules, and perform any other assigned job-related duties.

Requirements

Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout 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 suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Non-verbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
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, traveler’s checks, and other forms of payment.
Convert foreign currency at current posted rates.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.

Benefits

Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
Vision insurance programs through EyeMed.
Vacation, Sick and Holiday programs.
Pet insurance through the ASPCA.
Supplemental, Spousal and Child Life insurance.
Short and Long-Term Disability plans.
401(k) Savings Plan with matching funds.
Discounts through our 'YouDecide' and Hotel Room Discount programs.
Market-leading compensation packages.
Generous PTO and flex-time initiatives.
Outstanding career development and advancement opportunities.
Job-appropriate assets and resources.
DailyPay, a voluntary benefit that allows associates access to their earnings when they want them.