Front Desk Agent

HEI Hotels & Resorts; Village of Monticello (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

A luxury lodge in the Catskills is seeking a Front Desk Associate to assist guests with their arrival and departure. This role involves greeting guests, managing registrations, handling payments, and ensuring guest satisfaction. Ideal candidates should have strong communication skills and a high school diploma, with previous hotel experience preferred. Join a diverse team dedicated to creating unforgettable experiences for guests.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Vacation

Sick Leave

Holiday Pay

401(k) with Matching

Hotel Discounts

Qualifications

• Previous hotel experience is a plus.
• Ability to stand and move throughout the front office area continuously.

Responsibilities

• Greet guests promptly with a friendly welcome.
• Complete the registration process and handle payments.
• Close guest accounts at checkout and handle complaints.

Skills

Customer Service

Communication

Problem Solving

Education

High School Diploma

College Degree

Job description

About Us

Welcome to the Kartrite Resort & Waterpark, one of the country's most modern indoor waterparks. Located in the Catskills, this luxury lodge experience is perfect for families of all ages. We are seeking passionate, engaged team members to help us create unforgettable experiences for our guests. Apply today to learn more!

Don't meet every requirement? 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 still encourage you to apply. You might be the ideal 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 their arrival and departure, ensuring positive experiences.

Essential Duties and Responsibilities

1. Greet guests promptly with a friendly, sincere welcome. Use clear, positive communication, listen carefully, understand requests, respond appropriately, and provide accurate information about outlets and local attractions.
2. Complete the registration process by inputting and retrieving information from the computer system. Confirm guest details, promote HEI's marketing programs, select appropriate rooms, code electronic keys, and non-verbally confirm room number and rate. Provide welcome folders with keys, certificates, coupons, and refreshment center keys as needed.
3. Verify and imprint credit cards for authorization, handle cash and make change, balance the house bank, accept vouchers, traveler's checks, and other payments. Convert foreign currency at current rates, and post charges to guest accounts using the computer.
4. Answer phone calls promptly with clear communication. Input messages, retrieve and relay messages to guests, and handle mail, packages, and facsimiles as requested.
5. Close guest accounts at checkout, verify guest satisfaction, and negotiate resolutions if needed, including revenue allowances for dissatisfaction.
6. Handle guest complaints professionally, conduct thorough research, and develop effective solutions. Assist with resolving issues like price conflicts or room comfort concerns.
7. Remain calm and alert during emergencies and busy periods, using good judgment and discretion to implement appropriate steps.
8. Adhere to attendance policies and be available to work as scheduled.
9. Perform other related duties as assigned.

Qualifications and Skills

• High School Diploma or equivalent required; college degree preferred.
• Previous hotel experience is a plus.
• Proficient in using calculators for complex calculations accurately.
• Effective at dealing with customers, demonstrating patience, tact, and diplomacy to resolve conflicts.
• Ability to stand and move throughout the front office area continuously, with or without accommodations.
• Capable of accurately inputting data using a computer system.
• Alert to signs of emergency situations.
• Ability to establish and maintain effective working relationships with colleagues, guests, and patrons.
• Strong verbal and written communication skills.
• Adapt communication style to different audiences, including supervisors, coworkers, and guests.

Compensation

Salary: $21.24 per hour. Not eligible for tips or discretionary bonuses.

Benefits

HEI Hotels and Resorts offers comprehensive benefits, including medical, dental, vision insurance, vacation, sick leave, holiday pay, pet insurance, life and disability coverage, 401(k) with matching, and hotel discounts. Specific details vary by location and employment status.

HEI is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.