Front Desk Agent-FT/AM/PM

HEI Hotels & Resorts • Alpharetta, GA

2d • Onsite

About The Position

The Front Desk Agent assists guests with arrival and departure from the hotel while providing positive guest experiences. The role involves welcoming guests, completing registration and checkout, processing payments, answering telephone calls, responding to requests, and resolving complaints. The agent must remain calm and alert during emergencies and periods of heavy hotel activity, comply with attendance requirements, and perform other job-related duties as assigned. Hotel experience is preferred.

Requirements

• Considerable skill using a calculator to complete moderately complex mathematical calculations accurately.
• Ability to deal effectively with internal and external customers, including exercising patience, tact, and diplomacy to defuse anger, 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.

Responsibilities

• Greet guests promptly and warmly, listen to requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
• Complete guest registration in the computer system, confirm relevant details such as guest count and room rate, promote HEI Hotels and Resorts and brand marketing programs, and select rooms to suit guest needs.
• Code electronic keys, discreetly confirm room numbers and rates, and provide welcome folders and related items as appropriate.
• Verify and imprint credit cards for authorization; handle cash, make change, and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks, and other payments; convert foreign currency at posted rates; and post charges to guest rooms and house accounts.
• Answer telephone calls clearly and positively, enter and retrieve messages, and deliver messages to guests.
• Retrieve mail, small packages, and facsimiles for guests upon request.
• Close guest accounts at checkout, determine guest satisfaction, and negotiate an appropriate compromise when guests are dissatisfied, including authorizing revenue allowances when appropriate.
• Research and resolve guest complaints, using assistance and diplomacy to address issues such as price conflicts or insufficient heating or air conditioning.
• Remain calm and alert during emergencies and periods of heavy hotel activity, and use sound judgment and discretion to plan and implement detailed steps.
• Comply with attendance rules and maintain regular availability for work.
• Perform other job-related duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Retirement benefits
• Free lunch or dinner during the shift in the Associate Cafe
• Free gated on-site parking
• Provided uniforms
• Discounted on-site dry cleaning
• Access for associates and their families to Marriott’s discounted hotel room program
• Vacation, sick, and holiday programs
• Pet insurance
• Supplemental, spousal, and child life insurance
• Short- and long-term disability plans
• 401(k) Savings Plan with matching funds
• Discounts through the YouDecide and Hotel Room Discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed