Front Desk Agent

HEI Hotels and Resorts•Jersey City, NJ

24d•Onsite

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role includes welcoming guests, handling registration and room assignments, processing payments and guest charges, responding to telephone and information requests, and resolving concerns. The agent is expected to remain composed during emergencies and busy periods, follow attendance requirements, and perform other job-related duties as assigned. Hotel experience is preferred.

Requirements

Considerable 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, 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 to different audiences, including supervisors, coworkers, and the public.

Nice To Haves

Hotel experience preferred.

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 and confirming details such as 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 the room number and rate nonverbally.
Provide welcome folders and related items 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 payments; and convert foreign currency at posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls, enter messages into the computer, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and ascertain guest satisfaction; negotiate compromises for dissatisfied guests, which may include authorizing revenue allowances.
Research guest complaints, develop effective solutions, negotiate outcomes, and assist with problems such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and carry out detailed steps.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.