Front Desk Agent

HEI Hotels & Resorts; The Woodlands (TX); On-site; USD 17,000 - 24,000; Full time

Benefits offered by this job

Medical and Dental through Anthem Blue

Vision insurance through EyeMed

Vacation, Sick and Holiday programs

Pet insurance through ASPCA

401(k) with matching funds

Hotel room discount programs

YouDecide discounts

Job summary

The Woodlands Resort, Curio Collection by HEI Hotels & Resorts in the Houston area is seeking a Front Desk/Guest Services Associate to field guest calls, greet guests, and coordinate wake-up requests with a focus on timely resolution and exceptional service.

You will answer telephone calls, transcribe messages, dispatch requests to appropriate teams, and maintain calm during busy periods. A positive, professional demeanor and clear communication are essential to guest satisfaction.

Qualifications

• Excellent communication with guests.
• Ability to handle guest requests with tact and diplomacy.
• Proficient in using a computer system to input and retrieve information.
• Ability to sit and perform duties in a busy front desk environment.

Responsibilities

• Promptly answer telephone calls and greet callers.
• Input and relay messages accurately and dispatch to relevant teams.
• Assist guests with wake-up calls and reservation-related inquiries.
• Coordinate paging and liaison with security and operations for guest requests.
• Remain calm and professional during busy periods and emergencies.

Skills

Communication

Guest service

Teamwork

Job description

About Us

The Woodlands Resort, Curio Collection is the perfect retreat in the Houston Area, and only 2 miles away from The Woodlands Waterway. The resort is celebrating 50 years along with The Woodlands township. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable.

Compensation

Salary Range: $15.00 - $15.00

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Essential Duties And Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice.
• Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as dispatcher for security, guest services and property operations associates.
• Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.
• Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Qualifications

• Must communicate well with guests.
• Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
• 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

• 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.

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.