Front Desk Agent

HEI Hotels and Resorts•Salt Lake, UT

1d•Onsite

About The Position

The Front Desk Agent assists guests with arrival and departure while providing positive guest experiences at the Marriott Downtown at City Creek in Salt Lake City. The role is based in a fast-paced hotel environment and involves guest registration, payment processing, communications, and resolving guest concerns. The agent is expected to provide courteous, accurate service, remain calm during emergencies and busy periods, and comply with attendance requirements. Other job-related duties may be assigned.

Requirements

Ability to perform moderately complex mathematical calculations accurately using a calculator.
Ability to deal effectively with internal and external customers, including demonstrating patience, tact, and diplomacy to collect information, defuse anger, 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 promptly and warmly, listen to requests, take appropriate action, and provide accurate information about hotel outlets 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 based on guest needs, code electronic keys, and provide welcome folders and applicable materials.
Verify and authorize credit cards; handle cash, make change, balance an assigned house bank, accept and record other forms of payment, and convert foreign currency at posted rates.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction, negotiate solutions, and authorize revenue allowances when appropriate.
Investigate guest complaints and resolve concerns, including price conflicts and room heating or air-conditioning issues.
Remain 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 maintain regular availability for work.
Perform other job-related duties as assigned.