Front Desk Agent

Aloft-Tampa-Downtown; Tampa (FL); On-site; USD 29,000 - 37,000; Full time

Benefits offered by this job

Complimentary parking

Paid time off

Flexible holiday programs

Marriott hotel room discounts

Job summary

Aloft Tampa Downtown is seeking a friendly front desk associate to welcome guests, manage check-in/check-out, and handle inquiries with a positive attitude.

Responsibilities include inputting guest details, processing payments, posting charges, answering phones, and coordinating with departments to ensure guest satisfaction. Prior hotel experience is preferred, and the role requires strong communication and multitasking abilities.

Qualifications

• Hotel experience preferred.
• Ability to effectively deal with internal and external customers.
• Strong communication and listening skills.
• Comfort with cash handling and point-of-sale systems.

Responsibilities

• Greet guests warmly and provide accurate information about hours and local attractions.
• Register guests in the computer system and confirm party size, room rate, and charges.
• Post charges to guest rooms and balances; handle payments and vouchers.
• Answer phones promptly and assist guests with requests and complaints.

Skills

Customer service

Cash handling

Communication skills

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

PMS software

Credit card processing

Job description

About Us Elevate your experience in the heart of Tampa at Aloft Tampa Downtown, where convenience meets excitement. Situated amidst the city's vibrant pulse, our location provides easy access to premier destinations such as Busch Gardens, Tampa Theatre, and the iconic Tampa Riverwalk. Join our dynamic team and enjoy a range of benefits including complimentary on-site parking, generous paid time off, flexible holiday programs, and exclusive access to Marriott's discounted hotel room program spanning thousands of locations worldwide.

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

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. 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 proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.