Front Desk Agent

HEI Hotels & Resorts; Alpharetta (GA); On-site; USD 19,286 - 24,796; Full time

Benefits offered by this job

Medical benefits

Free meals during shift

On-site parking

Uniforms provided

Discounted hotel program

Pet insurance

Job summary

HEI Hotels & Resorts in Alpharetta is seeking a friendly Front Desk Associate to welcome guests, handle registrations, and communicate local information with accuracy. You will manage payments, assist guests during checkout, and resolve issues while maintaining a calm demeanor in a busy front office environment.

The role emphasizes strong communication, multitasking, and the ability to adapt to guests' needs, while upholding brand standards and delivering exceptional service.

Qualifications

• Hotel experience preferred.
• Strong calculator skills for moderately complex math.
• Able to handle high guest volumes with tact and diplomacy.
• Able to stand/move around front office while performing duties.
• Able to input information in a computer system accurately.
• Able to recognize emergency situations and respond appropriately.
• Capable of building effective working relationships with guests and colleagues.
• Strong verbal and written communication; adapt style for audience.

Responsibilities

• Greet guests warmly and provide clear information on hours and local attractions.
• Process registrations and issue room keys, ensuring accuracy of guest data.
• Verify payment methods and post charges to guest accounts.
• Answer phones promptly and relay messages to guests.
• Close accounts at checkout and resolve dissatisfaction when needed.
• Handle guest complaints and negotiate satisfactory resolutions.
• Remain calm during emergencies and busy periods, applying judgment.
• Attend to routine duties and other tasks as assigned.

Skills

Hotel experience

Customer service

Communication skills

Calm under pressure

Front desk operations

Computer proficiency

Emergency awareness

Teamwork

Multitasking

Tools

Calculator

Job description

About Us

Inspired by the mythical land of Avalon, where the experience of the "Good Life" is ever-present, The Hotel at Avalon arrives - a grand reimagining of resort environment, where guests are immersed in the timeless art of living well. Here at the Hotel at Avalon, the "Good Life" is ever present in our benefits of becoming an associate! In addition to our Company's medical, dental, vision, and retirement benefits, Hotel at Avalon associates also enjoy free lunch or dinner during your shift in our Associate Cafe, free gated on-site parking, provided uniforms, and discounted dry cleaning rates on-site. In addition, you and your family have access to Marriott's discounted hotel room program at thousands of Marriott locations around the world. "Think of us as a guide to the extraordinary, a gateway to the unconventional, a beacon of good taste".

Compensation

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Essential Duties and 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 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 and Skills

• 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 front office and continuously perform essential job functions with or without reasonable accommodation.

• 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

• Medical, dental, vision, and retirement benefits.
• Free lunch or dinner during shift in Associate Cafe.
• Free gated on-site parking.
• Provided uniforms.
• Discounted dry cleaning rates on-site.
• Access to Marriott's discounted hotel room program at thousands of Marriott locations worldwide.
• Pet insurance through the ASPCA.
• Supplemental, Spousal and Child Life insurance.
• Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through "YouDecide" and Hotel Room Discount programs.
• Specific details and eligibility of these programs vary by location and employment status.

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.