Front Desk Agent

Merritt Hospitality, LLC d/b/a HEI Hotels & Resorts; The Woodlands (TX); On-site; USD 21,000 - 22,000; Full time

Benefits offered by this job

Medical and Dental benefits

Vision coverage

401(k) retirement plan

Hotel room discounts

YouDecide program

Job summary

The Westin at The Woodlands, managed by HEI Hotels & Resorts, seeks a courteous Front Desk Associate to greet guests, process check-ins/outs, and provide local recommendations. You will input data accurately, handle payments, and support brand marketing programs.

This on-site role requires strong communication and guest-service focus in a busy hotel environment. Responsibilities include efficient front-office operations, resolving guest concerns, and maintaining a professional appearance and

Qualifications

• Hotel experience preferred.
• Proven math accuracy for moderate calculations.
• Experience dealing with internal and external customers with tact.
• Ability to stand and move around front office.
• Ability to input information accurately using a computer system.
• Attention to emergency situations and safety.
• Ability to maintain good working relationships with staff and guests.
• Strong verbal and written communication skills.

Responsibilities

• Greet guests warmly and provide a friendly, clear welcome.
• Assist with check-in/check-out and verify guest information and room rates.
• Process payments, handle cash, and balance house banks as needed.
• Answer phones promptly and relay messages and requests.
• Close guest accounts at checkout and resolve dissatisfaction if needed.
• Investigate guest issues and provide effective solutions.
• Remain calm during busy periods and emergencies while following procedures.
• Adhere to attendance rules and perform other front office duties as assigned.

Skills

Hotel experience

Math proficiency

Customer service

Front desk

Computer skills

Emergency awareness

Relationship building

Communication skills

Job description

About Us

The Westin at The Woodlands is perfectly located in The Woodlands Waterway Square. Walking distance to Market Street and Cynthia Woods Mitchell Pavilion, this hotel is the ideal destination for business guests and weekend leisure travelers. 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. We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Salary Range: $15.50 - $15.50 Hourly
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, 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.