Front Desk Agent

HEI Hotels & Resorts•Boston, MA

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, processing payments, handling communications and requests, and resolving guest concerns. The agent must remain calm and alert during emergencies and periods of heavy hotel activity, and perform other job-related duties as assigned.

Requirements

Hotel experience preferred.
Skill in 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 defuse anger, collect 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 their requests, provide accurate information about hotel outlets and local attractions, and respond appropriately.
Complete guest registration by entering and retrieving information in the computer system, confirming guest count and room rate, selecting rooms to meet guest needs, coding electronic keys, and providing welcome folders and related items.
Promote HEI Hotels and Resorts and brand marketing programs.
Verify and imprint credit cards for authorization; handle cash, make change, and balance an assigned house bank; accept and record vouchers, traveler’s checks, and other payment forms; 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; negotiate compromises for dissatisfied guests, which may include authorizing revenue allowances.
Investigate and resolve guest complaints, including price conflicts and heating or air-conditioning issues, using effective solutions and negotiated outcomes.
Remain calm and alert during emergencies and periods of heavy hotel activity, using judgment and discretion to plan and implement detailed steps.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.