Front Desk Agent
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POST DATE 9/1/2016
END DATE 5/6/2017
JOB DESCRIPTIONAssist guests with arrival and departure from hotel, while providing positive guests experiences.
*Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
*Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
*Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
*Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
*Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
*Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
*Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
*Comply with attendance rules and be available to work on a regular basis.
*Perform any other job related duties as assigned. Experience, Skills and Knowledge
*High school diploma or equivalent required, and college degree preferred.
*Hotel experience preferred.
*Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
*Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
*Ability to stand and move throughout front office and continuously perform essential job functions.
*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.
*Command of the English language both written and verbal. Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled