Front Desk Agent SHMV

HEI Hotels & Resorts; Orlando (FL); On-site; USD 28,000 - 38,000; Full time

Benefits offered by this job

Medical and Dental programs

Vision insurance

Vacation, Sick and Holiday programs

401(k) with matching

Hotel room discounts

Job summary

HEI Hotels & Resorts is seeking a Front Desk Associate at Springhill Suites Orlando Lake Buena Vista to warmly welcome guests, handle check-in/check-out, and promote hotel programs. You will manage guest inquiries, calculate charges, and ensure accurate billing while maintaining a high level of service.

The role requires strong communication, patience, and the ability to stay composed during busy periods. The ideal candidate has hotel experience, strong math and computer skills, and a

Qualifications

• Hotel experience preferred.
• Calculator skills for moderately complex calculations.
• Ability to effectively deal with customers with patience, tact and diplomacy.
• Ability to stand and move throughout front office and perform essential functions.
• Ability to input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective relationships with associates, customers and patrons.
• Excellent verbal and written communication skills.
• Ability to adapt communication style for different audiences.

Responsibilities

• Greet customers with a friendly welcome and provide information on hours and local attractions.
• Complete registration using the computer, confirm guests and room rate, and promote hotel programs.
• Code electronic keys and prepare welcome folders with keys and materials.
• Verify credit cards for authorization; handle cash and balance house bank.
• Accept and record vouchers, travelers checks, and other payments; post charges to rooms.
• Answer phones promptly and relay messages; retrieve mail and packages as requested.
• Close guest accounts at checkout and address dissatisfaction with potential revenue allowances.
• Handle guest complaints with research and effective solutions.
• Remain calm during emergencies and heavy hotel activity; act with judgment and discretion.
• Comply with attendance rules and be available regularly.
• Perform other duties as assigned.

Skills

Hotel experience

Calculator proficiency

Customer service

Mobility/standing

Computer systems input

Emergency awareness

Relationship building

Verbal and written communication

Communication adaptability

Job description

About Us

The Springhill Suites Orlando Lake Buena Vista in the Marriott Village is part of a complex of four Marriott Properties in the Lake Buena Vista area. The Springhill Suites is located in the center of the magic, right between Walt Disney World and Universal Studios. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable.

About Us

The Springhill Suites Orlando Lake Buena Vista in the Marriott Village is part of a complex of four Marriott Properties in the Lake Buena Vista area. The Springhill Suites is located in the center of the magic, right between Walt Disney World and Universal Studios. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable. 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? 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. 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.