Front Desk Agent

HEI Hotels & Resorts•Jersey City, NJ

26d•Onsite

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The Front Desk Agent welcomes guests, completes registration and checkout, handles payments and guest accounts, responds to telephone and information requests, and addresses guest concerns. The role requires effective communication, sound judgment during busy or emergency situations, and the ability to perform essential functions while standing and moving throughout the front office.

Requirements

Ability to use 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 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 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-rate details, select rooms based on guest needs, promote hotel and brand programs, code electronic keys, confirm room numbers and rates, and provide welcome folders and related items.
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 clearly and positively, enter and retrieve messages, and deliver messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and negotiate solutions, including revenue allowances when appropriate.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning issues, using listening, assistance, and negotiation.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use 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.