Front Office Agent

HEI Hotels & Resorts; Fort Lauderdale (FL); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Free employee meals

Free parking

401(k) with matching

Hotel room discounts

YouDecide program

Pet insurance

Job summary

HEI Hotels & Resorts is seeking an attentive Front Desk Associate to assist guests with arrival and departure, input guest information, and handle payments and communications. You will promote the HEI brand and provide accurate information on local attractions.

The role requires strong communication, the ability to stand for long periods, and the capacity to resolve guest issues with professionalism. Benefits include meals, parking, and company programs.

Qualifications

• Hotel experience preferred.
• Ability to perform moderately complex math with accuracy.
• Excellent customer service and communication skills.
• Ability to input and retrieve information from computer systems.
• Ability to defuse conflicts and resolve guest issues.
• Ability to stand and move throughout front office.

Responsibilities

• Greet guests with a friendly welcome and provide accurate information about hours and local attractions.
• Complete registration, assign rooms based on guest needs, and manage keys and folders.
• Process payments, vouchers, and currency exchange as needed.
• Answer phones, relay messages, and retrieve mail and packages.
• Close accounts at checkout and address guest concerns to ensure satisfaction.
• Respond to emergencies calmly and take appropriate steps.

Skills

Hotel experience

Mathematical calculations

Customer service

Communication skills

Computer systems

Conflict resolution

Tools

POS system

Job description

About Us

Escape 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.

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.