Front Office Agent

Westin Beach Resort Fort Lauderdale; Birch Ocean Front (FL); On-site; USD 24,000 - 42,000; Full time

Benefits offered by this job

Free employee meals

Free parking

Incentives based on Trip Advisor and G

Job summary

The Westin Fort Lauderdale Beach Resort is seeking a Front Office Agent to assist guests with arrival and departure, provide information on hours and local attractions, and promote HEI Hotels and Resorts programs.

You will input data into the computer, handle payments, code keys, and respond to guest requests with a courteous, professional demeanor, even during busy periods. Hotel experience preferred; strong communication and problem‑solving skills are essential.

Qualifications

• Hotel experience preferred.
• Calculator/math skills for moderately complex calculations.
• Ability to deal with internal and external customers with patience, tact and diplomacy.
• Ability to input and access information on a moderately complex computer system.
• Ability to stand and move throughout front office and perform duties with or without accommodation.
• Ability to observe signs of emergency situations.

Responsibilities

• Greet guests with a friendly welcome and provide accurate information including outlet hours and local attractions.
• Complete the registration process using the computer system and confirm guest details (numbers, room rate).
• Code electronic keys and prepare welcome folders with keys, certificates, coupons and refreshment center keys as needed.
• Verify and imprint credit cards for authorization and handle payment processing.
• Answer the telephone promptly and relay messages to guests as required.
• Close guest accounts at checkout and determine guest satisfaction; resolve issues when possible.
• Investigate guest complaints and negotiate solutions to ensure guest satisfaction.
• Remain calm and professional during busy hotel periods and emergencies.
• Comply with attendance and perform other duties as assigned.

Skills

Hotel experience

Customer service

Communication skills

Computer data entry

Cash handling

Problem solving

Patience and diplomacy

Stamina / physical mobility

Job description

About UsEscape to The Westin Fort Lauderdale Beach Resort and discover the \"Venice of America.\" Enjoy spectacular views of the ocean and Intercoastal Waterway and let the sound of lapping waves soothe your senses, day and night. Our associates love working here, and we think you will too! We offer free employee lunches, free parking, and monetary incentives based on Trip Advisor and GSS mentions, among other perks. Come find your home away from home and join the Westin team today!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.CompensationTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? NoOverviewAssist guests with arrival and departure from hotel, while providing positive guests experiences.Essential Duties and ResponsibilitiesGreet 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 SkillsHotel 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.BenefitsHEI 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.