Front Desk Agent

HEI Hotels & Resorts; Mars (PA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Associate to assist guests with their arrival and departure while ensuring a positive experience. The role requires effective communication, conflict resolution skills, and the ability to manage guest accounts. The ideal candidate will have a high school diploma and hotel experience, along with a strong focus on customer service.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Pet Insurance

401(k) with Matching Funds

Vacation Time

Sick Leave

Holiday Programs

Qualifications

• High School Diploma required; college degree preferred.
• Hotel experience preferred.

Responsibilities

• Greet customers with a friendly welcome and assist with check-in/check-out.
• Handle guest complaints and negotiate solutions.
• Input guest information using a computer system.

Skills

Customer Service

Communication

Mathematical Skills

Conflict Resolution

Education

High School Diploma

College Degree

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.

Don't meet every single requirement of this job? 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 send in your information. You may 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, while 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 pertinent information including 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, non-verbally confirm the room number and rate, and provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
3. 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.
4. Promptly answer the telephone with 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.
5. Close guest accounts at checkout and ascertain satisfaction. In case of dissatisfaction, negotiate compromise, which may include revenue allowances.
6. Handle guest complaints by conducting thorough research to develop effective solutions and negotiate results. Listen and assist to resolve issues such as price conflicts, heating or air conditioning problems, etc.
7. Remain calm and alert during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.
8. Comply with attendance rules and be available to work regularly.
9. Perform any other job-related duties as assigned.

Qualifications and Skills

• High School Diploma or equivalent required; college degree preferred.
• Hotel experience preferred.
• Proficiency in using a calculator for moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, requiring patience, tact, and diplomacy to resolve conflicts.
• Ability to stand and move throughout the front office and perform essential functions with or without reasonable accommodation.
• Ability to 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 colleagues, customers, and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to different audiences, such as supervisors, coworkers, and the public.

Compensation

Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No

Benefits

HEI Hotels and Resorts offers a comprehensive benefits program including Medical, Dental, Vision insurance, and pet insurance through the ASPCA. We provide time off benefits such as Vacation, Sick, and Holiday programs. For financial wellness, we offer various insurance plans, a 401(k) with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs. Specific details 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 protected characteristics.