Front Desk Agent

HEI Hotels & Resorts•Orlando, FL

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The Front Desk Agent welcomes guests, handles registration and payment, answers calls and guest requests, closes accounts at checkout, and responds to complaints and emergency situations. The position involves using computer systems and standard front-office procedures while maintaining effective relationships with guests and associates.

Requirements

Considerable skill using a calculator to complete moderately complex mathematical calculations accurately.
Ability to handle internal and external customer interactions with patience, tact, and diplomacy, including defusing anger, gathering accurate information, and resolving 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 promptly and warmly, listen to requests, provide accurate information about hotel outlets and local attractions, and respond appropriately.
Complete guest registration using the computer system; confirm guest count and room rate, select rooms based on guest needs, promote hotel and brand marketing programs, code electronic keys, confirm room number and rate, and provide welcome folders and related items.
Authorize credit cards and handle cash, make change, balance an assigned house bank, accept and record vouchers and other payment types, convert foreign currency at posted rates, and post charges to guest rooms and house accounts.
Answer telephone calls clearly and positively; enter and retrieve messages and communicate them to guests; retrieve mail, packages, and facsimiles upon request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and, when appropriate, authorize revenue allowances as a compromise.
Investigate guest complaints, identify solutions, negotiate results, and assist with issues such as price conflicts or heating and air-conditioning problems.
Remain calm and alert during emergencies and periods of high hotel activity, using judgment and discretion to plan and carry out appropriate steps.
Comply with attendance requirements and maintain regular availability for work.
Perform other job-related duties as assigned.