Front Desk Representative

4 days ago

Minneapolis, Minnesota, United States HEI Hotels and Resorts Full time
About Us

Located in the heart of downtown Minneapolis, the Westin Minneapolis makes its home in the iconic Farmers & Mechanics Bank building, a National Historic Landmark. This stunning property features a 34ft. vaulted bank lobby, marble staircase, grandiose chandeliers, and wooden reliefs representing the leading industries in Minnesota during the mid-20th century. The 6,400 square-foot walnut paneled lobby is home to the 200-seat B.A.N.K. Restaurant.

Our Benefits

We offer a wide array of benefits to our associates, including medical, dental, vision, and 401(k) plans. As a property, we provide discounted parking passes and Metro Cards, company-sponsored associate events, and access to incredible hotel discounts worldwide.

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 assisting guests with arrival and departure from the hotel, while providing exceptional customer service.

Responsibilities
  • 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.
  • Complete the registration process by inputting and retrieving information from a computer system.
  • Promote HEI Hotels and Resorts and brand marketing programs.
  • Make appropriate selections of rooms based on guest needs.
  • Code electronic keys.
  • 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.
  • Field guest complaints, conducting thorough research to develop effective solutions and negotiate results.
  • Remain calm and alert, especially during emergency situations and heavy hotel activity.
  • Plan and implement detailed steps using experienced judgment and discretion.
Qualifications

We are looking for a highly skilled and experienced Front Desk Agent who possesses the following 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.
Language

English (en-US)

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