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Front Desk Representative

2 months ago

Atlanta, Georgia, United States HEI Hotels and Resorts Full time
About Us

At HEI Hotels and Resorts, we strive to provide a home away from home for our guests. Our hotel is located in the heart of Buckhead, with convenient access to the highway and two MARTA train stations. We offer a range of benefits to our associates, including free parking, discounted train passes, complimentary meals, and discounted spa services.

Job Summary

We are seeking a highly skilled and customer-focused Front Desk Representative to join our team. As a Front Desk Representative, you will be responsible for providing exceptional guest service, handling guest arrivals and departures, and ensuring a seamless experience for our guests.

Responsibilities
  • Greet guests immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
  • Use a computer system to complete the registration process, confirming pertinent information and promoting HEI Hotels and Resorts and brand marketing programs.
  • Make appropriate selections of rooms based on guest needs, code electronic keys, and 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, and 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.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results, listen and extend assistance 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 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.