Front Desk Guest Experience Specialist

HEI Hotels & Resorts; Santa Rosa (CA); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

Paid time off

401(k) with match

Hotel room discounts

Job summary

HEI Hotels & Resorts is seeking a Front Desk Clerk to assist guests with arrival and departure, ensuring a positive guest experience and providing accurate information on hours and local attractions.

Responsibilities include check-in/out, processing payments, answering phones, handling mail and packages, and resolving guest concerns while maintaining composure during busy periods. The role requires hotel experience and strong customer service skills.

Qualifications

• Hotel experience preferred.
• Ability to use a calculator for moderately complex math.
• Ability to deal with internal and external 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 working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style for different audiences.

Responsibilities

• Greet guests with a friendly and sincere welcome, provide accurate information about hours and local attractions.
• Complete registration by inputting and retrieving information from a computer system, verify guest details and rate.
• Code electronic keys and prepare welcome folders with keys, certificates, coupons, and refreshments.
• Verify and imprint credit cards, handle cash, and balance a house bank.
• Accept and record payments, post charges to guest accounts, and convert currency.
• Answer the telephone clearly and input messages into the computer, retrieve mail and packages.
• Close guest accounts at checkout and address any dissatisfaction with appropriate compensation.
• Field guest complaints, researching solutions and negotiating results.
• Remain calm during emergencies and busy hotel activity, planning steps with sound judgment.
• Attend shifts as scheduled and perform other duties as assigned.

Skills

Hotel experience

Calculator skills

Customer service

Front desk duties

Computer input

Emergency awareness

Relationship building

Communication skills

Adaptive communication

Job description

HEI Hotels & Resorts is seeking a Front Desk Clerk to assist guests with arrival and departure, ensuring a positive guest experience and providing accurate information on hours and local attractions.

Responsibilities include check-in/out, processing payments, answering phones, handling mail and packages, and resolving guest concerns while maintaining composure during busy periods. The role requires hotel experience and strong customer service skills.