Front Desk Agent

Embassy Suites Boston/Waltham; Waltham (MA); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading hotel in Waltham seeks a Human Resources Manager who excels in customer service and conflict resolution. You will be responsible for managing guest relations, overseeing financial transactions, and ensuring guest satisfaction. Your experience in hospitality will be crucial in fostering strong relationships and efficiently managing the front office operations.

Qualifications

• Hotel experience preferred.
• Effective verbal and written communication skills.
• Ability to deal with diverse customers.

Responsibilities

• Greet customers and manage the registration process.
• Field guest complaints and negotiate solutions.
• Manage financial transactions and balance accounts.

Skills

Customer Service

Conflict Resolution

Communication

Attention to Detail

Job description

1 day ago Be among the first 25 applicants

Direct message the job poster from Embassy Suites Boston/Waltham

Human Resources Manager at Embassy Suites Boston/Waltham

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.
• 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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

Referrals increase your chances of interviewing at Embassy Suites Boston/Waltham by 2x

Get notified about new Front Desk Representative jobs in Waltham, MA.

Guest Service Agent - The Langham, Boston

Front Desk Agent - Homewood Suites Brookline, MA

Front Desk Receptionist (Medical Practice)

Pediatric Urgent Care - Front Desk Associate (Part-Time) Dedham, MA (Healthcare Experience)

Front Desk Coordinator - Jimmy Fund Clinic

Front Desk Receptionist (Medical Practice)

Pediatric Urgent Care - Front Desk Associate (Full-Time) Dedham, MA (Healthcare Experience)

Front Desk Receptionist (Medical Practice)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.