Front Desk Agent

HEI Hotels & Resorts; Linthicum (MD); On-site; Full time

Job summary

A leading hotel in Linthicum is seeking a Front Desk Associate to assist guests with check-in and check-out processes, ensuring a positive experience. The ideal candidate will have strong communication skills and hotel experience. Join a vibrant team that values employee engagement and offers comprehensive benefits, including medical and dental insurance, vacation programs, and more.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Vacation Programs

Pet Insurance

401(k) with Matching

Employee Discounts

Qualifications

• Hotel experience is preferred.
• Strong verbal and written communication skills.

Responsibilities

• Assist guests with arrival and departure, providing positive experiences.
• Handle guest complaints and negotiate resolutions.
• Complete registration and manage guest accounts.

Skills

Communication

Customer Service

Mathematical Calculations

Education

High School Diploma

College Degree

Job description

About Us

Here at Westin BWI, we prioritize employee engagement! We create a vibrant workplace culture by hosting activities such as employee parties, potlucks, and spirit weeks to foster connection and healthy relationships. We also celebrate birthdays and work anniversaries with thoughtful gifts to spread love within our Westin family. We believe every team member plays a vital role in our success and are committed to making everyone feel valued and included. Our goal is to build a supportive and enjoyable environment together.

Don't meet every requirement? At HEI, we are dedicated to building a diverse and inclusive workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to still apply. You might be the perfect candidate for this or other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Assist guests with arrival and departure from the hotel, providing positive guest experiences.
Essential Duties and Responsibilities

1. 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.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming details like number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate room selections based on guest needs. Code electronic keys and non-verbally confirm the room number and rate. Provide welcome folders with room keys, certificates, coupons, and refreshment center keys as appropriate.
3. Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other payments. Convert foreign currency at current rates. Post charges to guest rooms and accounts using the computer.
4. Answer the telephone promptly with positive communication. Input messages into the computer, retrieve and communicate messages to guests. Retrieve mail, packages, and facsimiles as requested.
5. Close guest accounts at check-out and ensure satisfaction. In case of dissatisfaction, negotiate resolutions, which may include revenue allowances.
6. Handle guest complaints, conduct thorough research, develop effective solutions, and negotiate results. Assist with issues like price conflicts or room temperature problems.
7. Remain calm and alert during emergencies and busy periods. Use experience and judgment to plan and execute appropriate steps.
8. Comply with attendance rules and be available to work regularly.
9. Perform other job-related duties as assigned.

Qualifications and Skills

1. High School Diploma or equivalent required; college degree preferred.
2. Hotel experience is preferred.
3. Proficient in calculations, able to perform moderately complex mathematical calculations accurately.
4. Effective in dealing with internal and external customers, demonstrating patience, tact, and diplomacy.
5. Ability to stand and move throughout the front office area, performing essential functions with or without reasonable accommodations.
6. Ability to input and access information accurately using a computer system.
7. Ability to observe and recognize emergency situations.
8. Ability to establish and maintain effective relationships with colleagues, customers, and patrons.
9. Strong verbal and written communication skills.
10. Ability to adapt communication style to different audiences, including supervisors, coworkers, and the public.

Compensation

Salary Range: $15.00 per hour. Tipped/Service Charge: No. Discretionary Bonus: No.
Benefits

HEI Hotels and Resorts offers comprehensive benefits, including Medical, Dental, Vision insurance through Anthem Blue Cross Blue Shield and EyeMed; Vacation, Sick, and Holiday programs; pet insurance through ASPCA; and financial benefits like Life insurance, Short and Long-Term Disability, 401(k) with matching, and employee discounts. Specific details vary by location and employment status.

HEI 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 protected characteristics.