Front Desk Representative

3 weeks ago

Waltham, Massachusetts, United States HEI Hotels and Resorts Full time
About Us

Welcome to Embassy Suites by Hilton Boston Waltham, a premier hotel located in the heart of Boston's High-Technology, Pharmaceutical, and Life Sciences Belt. Our hotel is situated in the corporate corridor along Route 128 and Highway 95, making it an ideal choice for business travelers and those looking for a convenient stay in the area.

Our hotel is just 20 minutes from downtown Boston and 25 minutes from Logan International Airport, making it easily accessible for guests. We are also close to Brandeis and Bentley Universities, as well as Wellesley and Regis Colleges.

Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be responsible for providing exceptional service to our guests, handling check-in and check-out procedures, and ensuring that our guests have a memorable stay with us.

Responsibilities
  • Greet guests 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.
Qualifications
  • 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 the 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.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program 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 and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.

Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA.

For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans.

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.

Specific details and eligibility of these programs vary by location and employment status.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

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.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

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