Front Desk Agent CYMV

Courtyard Marriott Village; Orlando (FL); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Health and dental insurance

Vision insurance

401(k) with matching

Hotel room discounts

DailyPay access to earnings

Job summary

HEI Hotels and Resorts is seeking a Front Desk Associate at Courtyard Orlando Lake Buena Vista in the Marriott Village. You will warmly greet guests, assist with registration, and provide information on local attractions and outlets hours.

The role requires strong customer service, computer proficiency, and the ability to handle cash and balance the house bank. Responsibilities include inputting guest data, resolving issues, and promoting HEI brands while ensuring a positive guest experience

Qualifications

• Hotel experience preferred.
• Ability to perform moderate math calculations with a calculator.
• Ability to deal effectively with internal and external customers with diplomacy.
• Ability to stand and move throughout front office and perform essential functions.
• Ability to 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.
• Effective verbal and written communication skills.
• Ability to adapt communication to different audiences.

Responsibilities

• Greet guests with a friendly welcome.
• Provide accurate information on hours and local attractions.
• Complete registration using the computer system and verify guest details.
• Promote HEI Hotels & Resorts and brand programs.
• Assist guests with room selection based on needs and rate.
• Code electronic keys and verify room numbers.
• Handle cash, balance house bank, and process payments.
• Convert foreign currency at posted rates and post charges to guest accounts.
• Respond to phone inquiries with clear communication and provide messages.

Skills

Hotel experience

Customer service

Communication skills

Computer skills

Cash handling

Mobility

Emergency awareness

Relationship building

Verbal and written communication

Adapt communication

Tools

Calculator

Hotel computer system

Job description

About Us

The Courtyard Orlando Lake Buena Vista in the Marriott Village is part of a complex of four Marriott Properties in the Lake Buena Vista area. The Courtyard is located in the center of the magic, right between Walt Disney World and Universal Studios.

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. Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Compensation 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

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick and Holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through our 'YouDecide' and Hotel Room Discount programs.
• We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

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.