Front Desk Agent

HEI Hotels and Resorts•Orlando, FL

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The Front Desk Agent greets guests, completes registration and checkout, provides accurate information, handles payments and guest account transactions, and responds to guest requests and concerns. The role requires effective communication, sound judgment, and the ability to remain calm during emergencies and periods of heavy hotel activity.

Requirements

Hotel experience is 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 input 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 customers promptly with a friendly and sincere welcome.
Listen to guest requests, respond appropriately, and provide accurate information about outlet hours 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, confirm room number and rate, and provide welcome folders and applicable keys, certificates, and coupons.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, balance an assigned house bank, accept and record vouchers and 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, input and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for customers as requested.
Close guest accounts at checkout and ascertain guest satisfaction.
Address dissatisfaction and complaints by researching issues, developing effective solutions, negotiating results, and, when appropriate, authorizing revenue allowances.
Listen and provide assistance to resolve problems such as price conflicts or insufficient heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use 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.