Front Desk Agent
About The Position
Assist hotel guests with arrival and departure while providing positive guest experiences. The role involves greeting guests, handling registration and check-out, processing payments, responding to telephone and information requests, and resolving guest concerns. The agent is expected to remain calm during emergencies and periods of heavy activity, follow attendance requirements, and perform other job-related duties as assigned. The position is at a Disney Good Neighbor Hotel near SeaWorld, the Orange County Convention Center, Disney World, and Universal Studios. The hotel describes its workplace as collaborative, inclusive, and supportive, with an emphasis on guest service, personal growth, work-life balance, and career development.
Requirements
- Hotel experience preferred.
- 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 gather accurate 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 to different audiences, including supervisors, coworkers, and the public.
Nice To Haves
- Hotel experience.
Responsibilities
- Greet guests promptly and warmly; listen to requests and provide accurate information about hotel outlets and local attractions.
- Complete guest registration in the computer system, confirm guest and rate details, select rooms to meet guest needs, promote hotel and brand marketing programs, code electronic keys, and provide welcome materials.
- Verify and authorize credit cards; handle cash 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 using clear, positive communication; enter and retrieve guest messages; and retrieve mail, small packages, and facsimiles for guests as requested.
- Close guest accounts at check-out and determine guest satisfaction; negotiate solutions to dissatisfaction, which may include authorizing revenue allowances.
- Investigate and resolve guest complaints, including price conflicts and room heating or air-conditioning issues, using appropriate assistance and negotiation.
- Remain calm and alert during emergencies and heavy hotel activity, and plan and implement detailed steps using judgment and discretion.
- Comply with attendance rules and maintain regular availability for work.
- Perform other job-related duties as assigned.
Benefits
- Complimentary on-site parking.
- Paid time off, including vacation, sick, and holiday programs.
- Flexible holiday programs.
- GoHilton employee travel program.
- Medical insurance through Anthem Blue Cross Blue Shield.
- Dental insurance through Anthem Blue Cross Blue Shield.
- Vision insurance through EyeMed.
- Pet insurance through ASPCA.
- Supplemental, spousal, and child life insurance.
- Short- and long-term disability coverage.
- 401(k) savings plan with matching funds.
- Discounts through the YouDecide and Hotel Room Discount programs.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
