Front Desk Agent

HEI Hotels and Resorts•Orlando, FL

About The Position

The Front Desk Agent assists guests with hotel arrival and departure while providing positive guest experiences. The role includes welcoming guests, completing registration and payment transactions, answering calls and handling messages, providing information, responding to requests and complaints, and resolving guest concerns. The agent is expected to remain calm during emergencies and busy periods, comply with attendance rules, and perform other 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 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 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.

Nice To Haves

Hotel experience.

Responsibilities

Greet customers promptly with a friendly and sincere welcome.
Listen to guest requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration in the computer system and confirm details such as guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Select rooms based on guest needs and code electronic keys.
Confirm room number and rate non-verbally and provide welcome folders and applicable keys, certificates, coupons, and refreshments-center keys.
Verify and imprint credit cards for authorization using electronic payment methods.
Handle cash, make change, balance an assigned house bank, and accept and record vouchers, traveler’s checks, and other payments.
Convert foreign currency at current posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls promptly and clearly, input messages, retrieve them, and communicate their contents to guests.
Retrieve mail, small packages, and facsimiles for customers upon request.
Close guest accounts at checkout and ascertain guest satisfaction.
Address dissatisfaction by negotiating solutions, which may include authorizing revenue allowances.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning issues.
Remain calm and alert during emergencies and periods of heavy hotel activity.
Plan and carry out detailed steps using judgment and discretion.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.