Front Desk Agent

HEI Hotels & Resorts•New Orleans, LA

15d

About The Position

The Front Desk Agent assists guests with hotel arrival and departure while providing positive guest experiences. The role welcomes guests, completes registration and checkout processes, responds to questions and requests, handles payments and guest accounts, and helps resolve complaints. Agents use hotel computer systems and electronic payment methods, communicate with guests by phone and in person, and remain calm and alert during emergencies and periods of heavy hotel activity. Associates are expected to comply with attendance rules, maintain effective working relationships, and perform other job-related duties as assigned.

Requirements

Ability to use a calculator to prepare moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including exercising 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 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 their 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 details such as guest count and room rate, selecting rooms based on guest needs, and promoting HEI Hotels and Resorts and brand marketing programs.
Code electronic keys, confirm room numbers and rates, and provide welcome folders and related items as appropriate.
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.
Answer telephone calls using clear and positive communication, enter and retrieve messages, and deliver messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and determine guest satisfaction; negotiate a compromise for dissatisfaction, which may include authorizing revenue allowances.
Investigate guest complaints and resolve issues by listening, providing assistance, and negotiating outcomes.
Remain calm and alert during emergencies and busy periods, and plan and carry out appropriate steps using judgment and discretion.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.