Front Office Agent

HEI Hotels and Resorts•Miami, FL

1d•Onsite

About The Position

Assist hotel guests with arrival and departure while providing positive guest experiences. The role works in the front office of Aloft Miami Airport and includes welcoming guests, completing check-in and check-out, processing payments, responding to requests and complaints, and providing accurate hotel and local information. The agent is expected to remain calm during emergencies and periods of heavy activity, follow attendance rules, and perform other job-related duties as assigned.

Requirements

Hotel experience preferred.
Skill using a calculator to prepare moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather 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 for different audiences, including supervisors, coworkers, and the public.

Nice To Haves

Hotel experience.

Responsibilities

Greet guests promptly and warmly; listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in the computer system and confirming guest count and room rate.
Promote HEI Hotels and Resorts and brand marketing programs, select rooms according to guest needs, code electronic keys, confirm room number and rate, and provide welcome folders and related items as appropriate.
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.
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 upon request.
Close guest accounts at checkout and determine guest satisfaction; address dissatisfaction and, when appropriate, authorize revenue allowances.
Investigate and resolve guest complaints, including price conflicts and room comfort issues, using sound judgment and negotiation.
Remain calm and alert during emergency situations 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.