Front Desk Agent

HEI Hotels & Resorts•Rockville, MD

18h•$18 - $19•Onsite

About The Position

The Front Desk Agent assists hotel guests with arrival and departure while providing positive guest experiences. The role welcomes guests, handles registration and room assignment, processes payments, supports breakfast service, responds to telephone and information requests, and addresses guest concerns. The agent is expected to remain calm and exercise sound judgment during emergencies and periods of heavy hotel activity, comply with attendance requirements, and perform other job-related duties as assigned.

Requirements

Hotel experience required.
Considerable skill using a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to gather 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 work a flexible schedule, including days, nights, weekends, and holidays.
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

Previous IHG experience.

Responsibilities

Greet guests promptly and warmly; listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm guest and room-rate information, select rooms based on guest needs, promote hotel and brand marketing programs, code electronic keys, confirm room number and rate, and provide welcome materials.
Verify and authorize credit cards; 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.
Assist with breakfast service by taking orders, serving food, and clearing dishes.
Answer telephone calls, enter and retrieve messages, and retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine guest satisfaction; negotiate compromises for dissatisfaction, which may include authorizing revenue allowances.
Investigate and resolve guest complaints, including price conflicts and heating or air-conditioning issues, using patience, tact, diplomacy, and effective communication.
Remain calm and alert during emergencies and heavy hotel activity, and plan and implement appropriate steps using judgment and discretion.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.