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Front Desk Agent

2 months ago

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

Located in the heart of Buckhead, The Whitley offers a unique blend of luxury and convenience. Our hotel is situated near two MARTA train stations, providing easy access to the city. We pride ourselves on creating a welcoming atmosphere for our guests, making us a home away from home.

Job Summary

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

Responsibilities
  • Greet guests with a warm and friendly welcome, using positive and clear communication.
  • Process guest registrations, including inputting and retrieving information from our computer system.
  • Make room assignments based on guest needs, and provide welcome folders containing room keys, certificates, and refreshment center keys.
  • Handle cash, make change, and balance the house bank, as well as accept and record vouchers, traveler's checks, and other forms of payment.
  • Post charges to guest rooms and house accounts using the computer.
  • Answer phone calls using positive and clear communication, and input messages into the computer.
  • Retrieve messages and communicate the content to the guest, and retrieve mail, small packages, and facsimiles as requested.
  • Close guest accounts at 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 effective solutions and negotiate results.
  • Remain calm and alert during emergency situations and heavy hotel activity, and plan and implement detailed steps using experienced judgment and discretion.
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, with the ability to adapt communication style to suit different audiences.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness. Our benefits include competitive Medical and Dental programs, Vision insurance, Vacation, Sick, and Holiday programs, pet insurance, and a 401(k) Savings Plan with matching funds.

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, and 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.