Front Desk Agent

HEI Hotels & Resorts; Nashville (TN); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical and Dental coverage

Vision insurance

401(k) with match

Hotel room discounts

Complimentary meals

Job summary

HEI Hotels & Resorts at the Sheraton Music City Hotel in Nashville seeks a friendly front desk/guest services associate. You will greet guests, register arrivals, process payments, and share local information to enhance their stay.

The role emphasizes accurate data entry, professional communication, and teamwork in a fast-paced environment. Hefty emphasis on guest satisfaction with opportunities for growth within HEI.

Qualifications

• Hotel experience preferred.
• Ability to perform moderately complex calculations with a calculator.
• Strong customer service and diplomacy to resolve issues.
• Ability to stand and move throughout front office.
• Ability to input information accurately using a computer system.
• Ability to recognize emergency situations.
• Ability to build and maintain working relationships.
• Strong verbal and written communication skills.
• Ability to adapt communication style to different audiences.

Responsibilities

• Greet customers with a friendly welcome and provide accurate information.
• Complete the registration and process guest payments, promoting HEI brands.
• Verify cards, balance accounts, and post charges in the system.
• Answer phones promptly and relay messages to guests.
• Close guest accounts at checkout and address dissatisfaction.
• Field guest concerns and negotiate solutions to issues.
• Stay calm during emergencies and busy periods with sound judgment.
• Adhere to attendance rules and work schedule regularly.
• Perform other duties as assigned by the front desk supervisor.

Skills

Hotel experience

Customer service

Cash handling

Phone etiquette

Data entry

Emergency awareness

Communication skills

Multitasking

Computer literacy

Team collaboration

Tools

POS system

Reservation software

Job description

About Us

Excellent service is a tradition at the Sheraton Music City Hotel. Our facility has 410 rooms and 32,000 square feet of centralized and elegant meeting space. With dedicated associates, we are poised to exceed our guest's every need. Why work at Sheraton Music City? We are a fun, energetic and enthusiastic team that has a passion for delivering outstanding service to both our guests and fellow team members. Our associates enjoy free parking, complimentary meals, incentives for exemplary performance, and much more. We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

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

Job Description

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

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!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.

Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA.

For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.

Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. 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.