PT Front Desk Agent

HEI Hotels & Resorts•Boerne, TX

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The Front Desk Agent welcomes guests, handles registration and payment transactions, responds to telephone and other requests, closes guest accounts, and resolves guest concerns. The role requires regular attendance and may include other job-related duties as assigned.

Requirements

Ability to use a calculator to prepare moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including exercising patience, tact, and diplomacy to gather 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, provide accurate information about hotel outlets and local attractions, and respond appropriately.
Complete guest registration in the computer system, confirm guest and room-rate details, select rooms based on guest needs, promote hotel and brand marketing programs, code electronic keys, confirm room number and rate, and provide welcome materials as appropriate.
Authorize credit cards, handle cash and an assigned house bank, accept and record other forms of payment, convert foreign currency at posted rates, and post charges to guest rooms and house accounts.
Answer telephone calls using clear, positive communication; enter and retrieve messages; and retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction, potentially including authorization of revenue allowances.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning concerns, using effective solutions and negotiation.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and implement appropriate steps.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.

Benefits

Flexible scheduling for all employees.
Employee appreciation and targeted training programs.
Employee discounts on room rates and at restaurants, the golf course, and pro shop.
Team parties, casual happy hours, and other social activities.
Medical and dental programs through Anthem Blue Cross Blue Shield.
Vision insurance 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 YouDecide and hotel room discount programs.