Front Desk Agent

HEI Hotels and Resorts•Orlando, FL

13d

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The Front Desk Agent welcomes guests, completes registration and checkout, provides accurate information, handles payments and guest accounts, and responds to guest requests and complaints. The role requires clear communication, customer service, sound judgment, and the ability to remain calm during emergencies and periods of heavy hotel activity.

Requirements

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 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 for different audiences, including supervisors, coworkers, and the public.

Nice To Haves

Hotel experience preferred.

Responsibilities

Greet guests immediately with a friendly and sincere welcome.
Listen to guest requests, respond appropriately, and provide accurate information about hotel outlets, hours, and local attractions.
Complete guest registration by entering and retrieving information in the 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 room numbers and rates.
Provide welcome folders and related items, including room keys, certificates, coupons, and refreshment center keys as appropriate.
Verify and imprint credit cards for authorization 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 current posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls promptly and clearly, input 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 negotiate compromises, including authorizing revenue allowances when appropriate.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning issues.
Remain calm and alert during emergencies and periods of heavy hotel activity.
Plan and implement detailed steps using experienced judgment and discretion.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.