Telephone Operator/Front Desk Agent

HEI Hotels & Resorts•The Woodlands, TX

1d•Onsite

About The Position

The Telephone Operator/Front Desk Agent assists guests with arrival and departure from the hotel while providing positive guest experiences. The role involves welcoming guests, completing registration and checkout, responding to telephone inquiries, processing payments, addressing guest complaints, and providing information and assistance throughout the guest’s stay. The position is at The Westin at The Woodlands, operated by HEI Hotels and Resorts. The stated salary range is $15.50–$15.50 per hour; the role is not eligible for tips/service charges or a discretionary performance bonus.

Requirements

Ability to perform moderately complex calculator 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 by entering and retrieving information in the computer system, confirming guest count and room rate, selecting rooms to meet guest needs, coding electronic keys, confirming room number and rate, 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 payments; convert foreign currency at posted rates; and post charges to guest rooms and house accounts.
Answer telephone calls promptly and clearly, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and determine guest satisfaction; negotiate compromises for dissatisfied guests, which may include authorizing revenue allowances.
Investigate guest complaints and develop effective solutions, including resolving price conflicts and room comfort issues.
Remain calm and alert during emergencies and periods of heavy hotel activity, using 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.