Front Desk Agent

HEI Hotels and Resorts•Greenville, SC

2d•Onsite

About The Position

The Front Desk Agent assists guests with hotel arrival and departure while providing positive guest experiences. The role includes greeting guests, completing registration and checkout, responding to requests, handling payments, communicating messages, and resolving guest concerns. The agent is expected to remain calm and alert during emergencies and periods of heavy hotel activity, comply with attendance rules, and perform other related duties as assigned. The position is with the Westin Poinsett, Greenville, part of HEI Hotels & Resorts. The hotel is a historic downtown Greenville property offering lodging and meeting facilities. The stated salary range is $17.00 per hour, and the role is not eligible for tips or service charges or a discretionary performance bonus.

Requirements

Ability to use a calculator to prepare 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 for different audiences, including supervisors, coworkers, and the public.
Ability to comply with attendance rules and be available to work regularly.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet guests immediately 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 the number of guests and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Select rooms based on guest needs, code electronic keys, and confirm the room number and rate non-verbally.
Provide welcome folders and applicable room keys, certificates, coupons, and refreshment-center keys.
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 payment forms; convert foreign currency at current posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer the telephone promptly and communicate clearly and positively.
Enter messages into the computer, retrieve messages, and communicate their contents to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine guest satisfaction.
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 emergency situations and periods of heavy hotel activity.
Plan and implement detailed steps using experienced judgment and discretion.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.