Front Desk Agent

HEI Hotels and Resorts•Fort Lauderdale, FL

24d

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 registrations and checkouts, managing payments and guest accounts, handling communications and requests, and resolving concerns. The agent is expected to remain calm during emergencies and busy periods, use judgment and discretion, comply with attendance rules, and perform other job-related duties as assigned.

Requirements

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

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet customers promptly with a friendly and sincere welcome, 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 appropriate rooms, code electronic keys, and provide welcome folders and related items.
Verify and imprint credit cards for authorization; 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 and post charges to guest rooms and house accounts using the computer.
Answer telephones, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for customers as requested.
Close guest accounts at checkout and determine guest satisfaction; negotiate compromises and, where appropriate, authorize revenue allowances to address dissatisfaction.
Research and resolve guest complaints, including concerns about pricing and room conditions such as heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity.
Comply with attendance rules and be available to work on a regular basis.
Perform other job-related duties as assigned.