Front Desk | Guest Experience Champion

Hei Hotels Inc.; The Woodlands (TX); On-site; USD 16,000 - 23,000; Full time

Job summary

Embassy Suites The Woodlands at Hughes Landing, part of HEI Hotels & Resorts, seeks a Front Desk Agent to assist guests with arrival and departure and deliver exceptional service. You will input and retrieve guest data, manage room choices, and support brand programs while maintaining a welcoming atmosphere.

The role emphasizes accurate payments, multi-tasking, and professional communication with guests and colleagues in a fast-paced hotel setting.

Qualifications

• Hotel experience preferred.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• 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.

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.
• 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.

Skills

Hotel experience

Job description

Embassy Suites The Woodlands at Hughes Landing, part of HEI Hotels & Resorts, seeks a Front Desk Agent to assist guests with arrival and departure and deliver exceptional service. You will input and retrieve guest data, manage room choices, and support brand programs while maintaining a welcoming atmosphere.

The role emphasizes accurate payments, multi-tasking, and professional communication with guests and colleagues in a fast-paced hotel setting.