Front Desk Agent

HEI Hotels and Resorts•Boston, MA

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role involves welcoming guests, completing registration and checkout processes, handling payments and guest accounts, responding to requests and complaints, and communicating information clearly. The agent is expected to remain calm during emergencies and periods of high hotel activity, comply with attendance rules, and perform other related duties as assigned. The Liberty Hotel is a full-service Marriott Luxury Collection property in Boston. HEI Hotels and Resorts describes its workplace as service-focused and supportive of associate development, internal promotion, and growth opportunities.

Requirements

Ability to use 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 guests promptly and warmly, listen to requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
Complete guest registration by entering and retrieving information in a computer system and confirming details such as guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs.
Select rooms according to guest needs, code electronic keys, and confirm the room number and rate non-verbally.
Provide welcome folders and related items as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, balance an assigned house bank, and accept and record vouchers, traveler’s checks, and other forms of payment.
Convert foreign currency at posted rates and post charges to guest rooms and house accounts using a computer.
Answer the telephone promptly and clearly, enter messages into the computer, and retrieve and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and determine guest satisfaction.
Address dissatisfaction and complaints by researching issues, negotiating solutions, and, when appropriate, authorizing revenue allowances.
Assist guests with problems such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergency situations and periods of heavy hotel activity, using 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.