Front Desk Agent

HEI Hotels & Resorts•Orlando, FL

10d

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences. The role involves welcoming guests, completing registration and checkout processes, responding to requests and complaints, handling payments, and communicating information to guests. The agent must remain calm and alert during emergencies and busy periods, comply with attendance rules, and perform other job-related duties as assigned.

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 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.

Responsibilities

Greet guests 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, confirming guest count and room rate, selecting rooms according to guest needs, coding electronic keys, and providing welcome materials.
Promote HEI Hotels and Resorts and brand marketing programs.
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, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles on request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and negotiate resolutions, including revenue allowances when authorized.
Investigate guest complaints and resolve concerns such as price conflicts or heating and air-conditioning issues, using effective solutions and negotiation.
Stay calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and implement detailed steps.
Follow attendance rules and be available to work regularly.
Perform other job-related duties as assigned.