Front Desk Agent

HEI Hotels & Resorts•Orlando, FL

15d•Onsite

About The Position

The Front Desk Agent assists guests with hotel 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 addressing guest concerns. Agents are expected to remain calm and use sound judgment during emergencies and periods of heavy hotel activity, comply with attendance rules, and perform other job-related duties as assigned. The position is at the Courtyard Orlando Lake Buena Vista in the Marriott Village, part of a four-property Marriott complex in the Lake Buena Vista area. Hotel experience is preferred. The role requires effective communication and customer-service skills, comfort using a computer system and calculator, and the ability to stand and move throughout the front office while performing essential functions, with or without reasonable accommodation.

Requirements

Considerable skill using a calculator to complete moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using 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 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 and confirming details such as the number of guests and room rate.
Promote HEI Hotels and Resorts and brand marketing programs, select rooms based on guest needs, code electronic keys, confirm room number and rate, and provide welcome folders and applicable items.
Authorize credit cards using electronic acceptance methods; handle cash, make change, and balance an assigned house bank.
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.
Answer the telephone clearly and positively, enter and retrieve messages, and deliver messages to guests.
Retrieve mail, small packages, and facsimiles for customers upon request.
Close guest accounts at checkout and determine guest satisfaction; negotiate a compromise for dissatisfaction, which may include authorizing revenue allowances.
Research guest complaints and develop effective solutions, negotiating outcomes and assisting with issues such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, planning and implementing detailed steps using judgment and discretion.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.