Front Desk Agent

HEI Hotels & Resorts; Mars (PA); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical and Dental programs through a+

Vision insurance

Vacation, Sick and Holiday programs

Pet insurance

Life Insurance

Disability plans

401(k) Savings Plan with matching

Employee discounts

Hotel Room Discount programs

Job summary

HEI Hotels & Resorts is seeking a Front Desk Clerk to assist guests with arrival and departure, provide welcoming service, and handle registrations and payments. You will help ensure smooth operations, maintain accuracy in billing, and support guest satisfaction at all times.

The role requires hotel experience, excellent communication, and the ability to balance multiple tasks in a fast-paced environment. We value teamwork and professionalism across shifts.

Qualifications

• Hotel experience preferred.
• Ability to effectively deal with internal and external customers, requiring patience, tact and diplomacy to resolve conflicts.
• Stand and move throughout front office and perform essential functions with or without reasonable accommodation.
• Access and input information using a moderately complex computer system.
• Observe and detect signs of potential emergency situations.
• Establish and maintain working relationships with associates, customers and patrons.
• Excellent verbal and written communication skills.
• Adapt communication style for supervisors, coworkers, and guests.

Responsibilities

• Greet customers with a friendly, clear welcome and provide information on hours and local attractions.
• Process registrations, verify guest details, and book rooms based on guest needs.
• Code electronic keys and prepare welcome materials for guests.
• Verify and imprint credit cards, handle cash, and balance the house bank.
• Accept payments and post charges to guest rooms and accounts.
• Answer phones promptly and relay messages, retrieve mail and packages as requested.
• Close accounts at checkout, address dissatisfaction, and negotiate appropriate resolutions.
• Handle guest complaints by researching issues and delivering effective solutions.
• Remain calm during busy hotel periods and emergencies, using sound judgment.

Skills

Hotel experience

Customer service

Communication skills

Calculator skills

Stamina

Computer skills

Emergency awareness

Interpersonal skills

Adapt communication style

Job description

About Us

Located at the intersection of I-79 and the Pennsylvania Turnpike, we are an accessible choice for guests and employees from neighboring states.

About Us

Located at the intersection of I-79 and the Pennsylvania Turnpike, we are an accessible choice for guests and employees from neighboring states.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

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

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, traveller’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

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

• Medical and Dental programs through Anthem Blue Cross Blue Shield
• Vision insurance programs through EyeMed
• Vacation, Sick and Holiday programs
• Pet insurance through the ASPCA
• Supplemental Life Insurance
• Spousal Life Insurance
• Child Life Insurance
• Short and Long-Term Disability plans
• 401(k) Savings Plan with matching funds
• Discounts through our 'YouDecide'
• 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.