Front Office Agent

HEI Hotels & Resorts; New Orleans (LA); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Medical and Dental programs (through B

Vision insurance

Vacation, Sick and Holiday programs

401(k) Savings Plan with matching

Hotel room discounts

Job summary

HEI Hotels & Resorts at the Astor Crowne Plaza New Orleans seeks a front desk associate to assist guests during arrival and departure, ensuring a positive experience. You will input guest data, handle payments, and promote on-site services and local attractions.

We value strong communication, calm problem-solving, and the ability to work in a fast-paced luxury environment with a team that treats associates like family.

Qualifications

• Hotel experience preferred.
• Ability to perform moderately complex calculations with a calculator.
• Ability to effectively 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.
• Strong verbal and written communication skills.
• Adapt communication style for different audiences.

Responsibilities

• Greet customers with a friendly welcome and provide accurate information on hours and local attractions.
• Complete registration by inputting and retrieving guest data, promote HEI marketing programs and select rooms per guest needs.
• Verify credit cards and handle payments, post charges to guest accounts and balance the house bank.
• Answer phones promptly and relay messages or requests to guests and staff.
• Close guest accounts at checkout and address guest satisfaction with possible revenue adjustments.
• Address guest complaints, research issues, and negotiate effective resolutions.
• Remain calm during emergencies and heavy hotel activity, using judgment and discretion.
• Attend to regular duties and be available to work as required.
• Perform other front desk duties as assigned.

Skills

Hotel experience

Calculator

Customer service

Front desk operations

Computer systems

Emergency awareness

Communication skills

Adaptable communication

Tools

Calculator

Computer system

Job description

About Us

Where Canal Street meets Bourbon Street, the Astor Crowne Plaza New Orleans provides luxury accommodations amid the beating heart of the legendary French Quarter. Discover a rich diversity of elegant comforts and conveniences, including free Wi‑Fi, flat screen HD TVs, a sparkling outdoor seasonal swimming pool, an acclaimed on‑site restaurant and state‑of‑the‑art fitness facility. Just outside, you'll enjoy a whirlwind of enchanting festivals, theater, music, cultural exhibits and culinary delights. At the Astor Crowne Plaza, associates are family not just employees. We offer complimentary uniforms, meals and 24/7 discounted downtown parking.

Compensation

Salary Range: $16.50 - $16.50 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Essential Duties and Responsibilities

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  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.

  
  


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  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.

  
  


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  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, travel'er'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.

  
  


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  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.

  
  


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  Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

  
  


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  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.

  
  


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  Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

  
  


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  Comply with attendance rules and be available to work on a regular basis.

  
  


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  Perform any other job‑related duties as assigned.

  
  

Qualifications and Skills

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  Hotel experience preferred.

  
  


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  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.

  
  


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  Ability to establish and maintain effective working relationships with associates, customers and patrons.

  
  


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  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.