Front Desk Agent/PBX Operator

HEI Hotels & Resorts; Atlanta (GA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free parking

Discounted train passes

Complimentary meals

Discounted spa services

Cross-training

Tuition reimbursement

Job summary

HEI Hotels & Resorts in Atlanta is seeking a Front Office / Guest Services Associate to support smooth arrivals and departures, field guest issues by phone, and ensure a positive experience. You will greet guests, handle check-in/out, and coordinate with security and operations as needed.

The role emphasizes friendly communication, accuracy with computer systems, and the ability to stay calm in busy moments.

Qualifications

• Hotel experience preferred.
• Strong calculator and math skills for financial transactions.
• Able to effectively deal with internal and external customers with patience and diplomacy.
• Ability to stand and move throughout front office.
• Proficient at inputting information using a computer system.
• Able to observe and detect signs of emergency situations.
• Establish and maintain effective working relationships with others.
• Excellent verbal and written communication; adapt style to audience.
• Attention to detail in handling guest information and payments.

Responsibilities

• Answer telephone calls with a positive voice and route to the correct extension.
• Transcribe messages, input and retrieve messages in the computer system.
• Input wake-up call information and confirm times with guests.
• Page guests using the public address system in a courteous manner.
• Act as dispatcher for security, guest services and property operations.
• Provide information via paging and radios during emergencies and guest requests.
• Assist with registration and check-in, including key coding and room assignment.
• Verify and imprint credit cards; handle payments and currency exchange.
• Close guest accounts at checkout and resolve issues or dissatisfaction.
• Field guest complaints and research effective solutions to ensure satisfaction.

Skills

Hotel experience

Customer service

Communication skills

Walk/stand for long periods

Computer data input

Emergency awareness

Interpersonal skills

Adapt communication

Attention to detail

Job description

About Us

Join Team Whitley! Located right in the heart of Buckhead with convenient access to the highway and two Marta Train stations, the Whitley has an awe-inspiring view of the city skyline. Gathering together was Buckhead's original purpose, and this remains a focus of our hotel so that we are able to provide a home away from home for our guests. Our associates have access to many benefits such as free parking, discounted train passes, complimentary meals and discounted spa services. In addition to all of this, we invest in our associates by providing cross-training, promotional opportunities and tuition reimbursement. Looking to grow your career with the leading luxury hotel in the area?

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

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

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner. Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Essential Duties and Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice. *Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.

• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.

• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.

• Page guests and patrons using the public address system in a courteous and clear manner.

• Act as dispatcher for security, guest services and property operations associates.

• Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.

• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.

• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. *Initiate emergency response as necessary and legibly document pertinent details.

• Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job related duties as assigned.

• 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.