Front Desk Agent - Full Time

Hei Hotels Inc.; Birmingham, Northern (AL, KY); Hybrid; USD 16,531,000 - 22,042,000; Full time

Benefits offered by this job

Medical and Dental through Anthem Blue

Vacation and Sick leave

Pet insurance

401(k) with matching

Hotel room discounts

DailyPay

Job summary

Residence Inn Birmingham Downtown at UAB is seeking a front desk associate to assist guests with arrival and departure, register guests, and provide information on local attractions. You will handle payments, balance the house, and ensure a smooth check-out experience.

The role requires strong communication, patience, and the ability to navigate hotel computer systems. Hotel experience is preferred; ability to stand for long periods and work during busy periods is essential.

Qualifications

• Hotel experience preferred.
• Ability to stand and move throughout front office and perform job functions.
• Excellent verbal and written communication skills.

Responsibilities

• Assist guests with arrival and departure, ensuring a positive experience.
• Greet guests warmly and provide accurate information on hours and local attractions.
• Complete registration using the hotel computer system and verify guest details.
• Process payments, post charges to guest accounts, and balance a house bank.
• Input and relay messages to guests and retrieve mail or packages as requested.
• Close guest accounts at checkout and handle customer concerns calmly and professionally.

Skills

Hotel experience

Customer service

Cash handling

Computer input

Communication skills

Tools

POS system

Job description

About Us

Genuine Southern hospitality is who we are and what we do at Residence Inn Birmingham Downtown at UAB. We are conveniently located in the historic Five Points South Dining and Entertainment District just steps from the UAB Campus. Our friendly team is ready to welcome you to the family. You can be part of a passionate team that has fun, works hard, and loves one another. When you join the HEI family, you also get the benefit of the HEI Loves culture. HEI Loves is dedicated to celebrating our associates by offering the most competitive compensation, benefits, and PTO programs. Our associates are also eligible to take advantage of everything from health and wellness packages and robust retirement plans to travel perks, product and service discounts, and much more.

Compensation

Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No

Essential Duties and Responsibilities

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

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

• 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.
• We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

Equal Opportunity

We value U.S. military experience and invite all qualified military candidates to apply.

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.

Additional Information

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