Front Desk Agent (Part-time)

HEI Hotels & Resorts; Pasadena (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a leading hospitality team as a Front Desk Associate at HEI Hotels & Resorts in Pasadena. You will be responsible for ensuring a positive guest experience through effective communication and problem-solving skills. This role offers competitive compensation and a range of benefits, including health and wellness programs, paid time off, and hotel discounts.

Benefits

Health and wellness benefits

Paid time off

401(k) plan with matching

Hotel discounts

Qualifications

• Hospitality experience preferred.
• Proficient in using calculators for complex calculations.
• Strong verbal and written communication skills.

Responsibilities

• Greet guests promptly with a friendly welcome.
• Complete the registration process and manage guest accounts.
• Handle guest complaints and ensure satisfaction.

Skills

Effective communication

Patience

Tact

Diplomacy

Adaptability

Education

High School Diploma or equivalent

College degree preferred

Job description

About Us

Surround yourself with modern comforts at the Westin Pasadena. Elevate your career working near Historic Old Town Pasadena, Rose Bowl Stadium, Pasadena City Hall, museums, and restaurants. Be part of a passionate team in the Hospitality Industry. Our associates enjoy competitive compensation, benefits, PTO programs, and perks such as health and wellness benefits, a robust retirement plan, travel discounts, and product and service discounts across Marriott brands worldwide. Daily, associates receive free meals in our spacious cafeteria, and monthly, we celebrate with Town Hall meetings, special chef delights, and prizes. Join us in community service through our monthly volunteer activities. Visit us today to learn more!

We value diversity and inclusion. If you're excited about this role but your experience doesn't align perfectly with every qualification, we still encourage you to apply. Your unique background may make you the perfect candidate for this or other roles. We also welcome qualified military candidates to apply.

Overview

Assist guests with their arrival and departure, ensuring a positive experience.

Essential Duties and Responsibilities

1. Greet guests promptly with a friendly and sincere welcome. Use a positive, clear voice, listen carefully, respond appropriately, and provide accurate information about hotel services and local attractions.

2. Complete the registration process, input and retrieve information using the computer system, confirm guest details, promote hotel marketing programs, assign rooms based on guest needs, code electronic keys, and prepare welcome folders with keys, certificates, coupons, and refreshments as appropriate.

3. Verify and imprint credit cards for authorization, handle cash and make change, balance the house bank, accept and record various payment methods, convert foreign currency, and post charges to guest accounts.

4. Answer the telephone promptly with positive communication, input messages, retrieve and communicate messages, and handle mail, packages, and facsimiles for guests.

5. Close guest accounts at check-out, ensure guest satisfaction, and negotiate resolutions in case of dissatisfaction, including revenue allowances if necessary.

6. Handle guest complaints professionally, conduct thorough research, and develop effective solutions. Assist with resolving issues like pricing conflicts or room temperature concerns.

7. Remain calm and alert during emergencies and busy periods, using judgment and discretion to implement appropriate steps.

8. Adhere to attendance policies and be available to work regularly.

9. Perform other related duties as assigned.

Qualifications and Skills

• High School Diploma or equivalent required; college degree preferred.

• Hospitality experience preferred.

• Proficient in using calculators for complex calculations.

• Effective communication skills, patience, tact, and diplomacy to handle diverse customer interactions.

• Ability to stand and move throughout the front office area, with or without reasonable accommodations.

• Ability to accurately input information into a computer system.

• Ability to recognize emergency situations.

• Ability to maintain effective working relationships with colleagues and guests.

• Strong verbal and written communication skills.

• Adaptability in communication style to different audiences.

Compensation

Salary Range: $21.00 per hour. This position is not tip-eligible, nor does it include a performance bonus.

Benefits

HEI Hotels and Resorts offers comprehensive benefits including medical, dental, vision insurance, paid time off, pet insurance, life and disability insurance, a 401(k) plan with matching, and hotel discounts. Specific benefits vary by location and employment status.

HEI is an equal opportunity employer, committed to diversity and inclusion. We consider qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Applicants with criminal records will be considered in accordance with applicable fair chance laws.