Front Desk Agent

HEI Hotels & Resorts•Mars, PA

25d

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, handles payments and guest account transactions, responds to phone and information requests, and addresses guest concerns. The agent must remain calm and use sound judgment during emergencies and periods of heavy hotel activity, and comply with attendance requirements.

Requirements

Ability to use a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, demonstrating 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 requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm guest and room details, select rooms based on guest needs, promote hotel and brand programs, code electronic keys, and provide welcome materials.
Verify and authorize credit cards; handle cash and assigned house bank; accept and record other forms of payment; convert foreign currency at posted rates; and post charges to guest and house accounts.
Answer telephone calls, enter and retrieve messages, and deliver messages and requested mail, small packages, and facsimiles to guests.
Close guest accounts at checkout, determine guest satisfaction, and negotiate solutions to dissatisfaction, including authorizing revenue allowances when appropriate.
Research and resolve guest complaints, including issues such as price conflicts and insufficient heating or air conditioning.
Remain calm and alert during emergencies and busy periods, using judgment and discretion to plan and implement appropriate steps.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.