Front Desk Agent

HEI Hotels & Resorts•The Woodlands, TX

10d

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role includes welcoming guests, completing registration and checkout, processing payments, responding to telephone and information requests, and resolving guest concerns. The agent is expected to remain calm and use judgment during emergencies and periods of heavy hotel activity, comply with attendance requirements, and perform other job-related duties as assigned. The position is at Embassy Suites The Woodlands at Hughes Landing. Hotel experience is preferred. The role requires regular movement and standing throughout the front office and the ability to perform essential duties with or without reasonable accommodation.

Requirements

Ability to use a calculator to prepare moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including demonstrating patience, tact, and diplomacy to collect 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, confirming guest count and room rate, selecting rooms based on guest needs, and promoting HEI and brand marketing programs.
Code electronic keys, confirm room number and rate, and provide welcome folders and applicable guest materials.
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, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout, ascertain guest satisfaction, and negotiate appropriate compromises, including revenue allowances when authorized.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning issues, using tact and diplomacy.
Remain calm and alert during emergencies and periods of heavy hotel activity, using judgment and discretion to implement appropriate steps.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.