Front Desk Representative

5 days ago

Baltimore, Maryland, United States HEI Hotels & Resorts Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at HEI Hotels & Resorts. As a Front Desk Agent, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable experience from arrival to departure.

Key Responsibilities
  • Guest Services: Greet guests with a warm and sincere welcome, using a positive and clear speaking voice to understand their needs and provide accurate information about hotel amenities and local attractions.
  • Registration and Check-In: Complete the registration process by inputting and retrieving information from our computer system, confirming pertinent details such as room rate and number of guests. Promote HEI Hotels & Resorts and brand marketing programs.
  • Payment and Accounting: 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.
  • Communication: Promptly answer the telephone using positive and clear communication. Input messages into the computer and retrieve messages to communicate with guests.
  • Problem-Solving: 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.
  • Teamwork: Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned.
Requirements
  • Education: High school diploma or equivalent required, and college degree preferred.
  • Experience: Hotel experience preferred.
  • Skills: 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.
  • Physical Demands: Ability to stand and move throughout the front office and continuously perform essential job functions.
  • Technical Skills: Ability to access and accurately input information using a moderately complex computer system.
  • Communication Skills: Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences.
Benefits

HEI Hotels & 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, and a 401(k) Savings Plan with matching funds.

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