Front Desk Agent/PBX

HEI Hotels; United States; Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

401(k) with matching

Hotel room discounts

YouDecide program

Pet insurance

Medical and Dental through Anthem

Vision insurance through EyeMed

Job summary

HEI Hotels and Resorts is seeking a friendly front desk associate at the Hilton Airport Atlanta area to welcome guests and manage registrations. You will provide accurate information about hours and local attractions, helping guests have a smooth arrival and stay.

You’ll promote HEI programs, handle payments and room charges, and assist guests with requests while maintaining professional communication and a calm demeanor during busy periods.

Qualifications

• Hotel experience preferred with strong guest service focus.
• Ability to process registrations and input guest data accurately.
• Professional communication and diplomacy with guests.

Responsibilities

• Greet customers with a friendly and sincere welcome.
• Provide information on hours and local attractions.
• Complete registrations and confirm guest details and rates.
• Promote HEI Hotels and Resorts programs.
• Process payments, issue keys, and balance the house bank.
• Handle guest inquiries, complaints, and resolve issues.
• Close accounts at checkout and ensure guest satisfaction.
• Remain calm during busy periods and emergencies.
• Attend to guest requests and perform other duties as assigned.

Skills

Customer service

Cash handling

Front desk operations

Job description

About Us

Exciting things are happening at the Hilton Airport Atlanta and we want you to be part of our team, where we believe in our family style leadership model. Our primary focus is on driving the development of our team and fostering a culture of continuous growth and learning. Additionally our family enjoys the free transportation to and from MARTA station to the hotel and free lunch and dinner during working hours.

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

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

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.

Equal Opportunity Employer

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.

Additional Information

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