Front desk agent overnight

HEI Hotels & Resorts; New York (NY); On-site; USD 44,000 - 61,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Job summary

HEI Hotels & Resorts is seeking a Front Desk/Guest Services Agent at The Westin New York Grand Central. You will assist guests during arrival and departure, manage registrations, and ensure accurate billing while delivering outstanding service.

Join a team that values guest satisfaction, operational efficiency, and friendly, professional communication in a fast-paced hotel environment on-site in New York City.

Qualifications

• Hotel experience preferred.
• Calculator skills for moderate math calculations without error.
• Ability to deal with internal and external customers with tact and diplomacy.
• Ability to stand and move throughout front office without accommodation issues.
• Ability to input information using a moderately complex computer system.
• Ability to observe emergency signs and react appropriately.
• Ability to work with associates and guests smoothly.
• Strong verbal and written communication skills.
• Adapt communication style for different audiences.

Responsibilities

• Greet guests with a friendly, sincere welcome and assist with inquiries.
• Complete registration using the computer system; confirm guests and rates.
• Verify payments, post charges, and balance house accounts.
• Answer phones clearly; relay messages to guests and retrieve mail.
• Close guest accounts at checkout and resolve dissatisfaction or price issues.
• Handle guest complaints with thorough research to find effective solutions.
• Stay calm during busy periods and emergencies, using judgment and discretion.
• Adhere to attendance rules and be available for shifts, plus other duties.

Skills

Hotel front desk

Customer service

Cash handling

Computers

Multi-tasking

Job description

About Us

It's Your Moment to Rise. Start Your Journey with us at the The Westin New York Grand Central and discover a place where you're given a choice to not just get up and go to work, but rise. To feel empowered by career growth opportunities in a people-first environment. And to work together to enhance the well-being of our guests, our communities and each other. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. Discover our team spirit during Monthly Town Hall Celebrations, rejuvenation during all shifts with complimentary breakfast, lunch and dinner. If you're someone who is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at The Westin New York Grand Central, together we can rise.

Compensation

Salary Range: $32.85 - $43.81 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

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

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.