Front Office Floater (Weekends & Evenings Required)

The Whitley Hotel; Atlanta, Northern (GA, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free parking

Discounted train passes

Complimentary meals

Discounted spa services

Tuition reimbursement

Job summary

The Whitley Hotel in Atlanta, GA is seeking a Front Office Floater to support the Front Desk, PBX and Concierge. This role covers weekend and evening shifts and requires on-site work in a luxury Buckhead property. You will help guests during arrival and departure, resolve inquiries, and ensure a seamless guest experience.

Training is provided; hotel experience is preferred. Offer includes benefits and opportunities for growth within HEI Hotels and Resorts.

Qualifications

• Hotel experience preferred.
• Excellent calculator/mathematical accuracy for guest transactions.
• Strong communication skills, both verbal and written.
• Ability to stay calm and professional during busy periods.
• Ability to stand and move around front office and hotel areas.

Responsibilities

• Answer telephone calls promptly and greet guests courteously.
• Assist guests with arrival/departure and check-in/check-out procedures.
• Input and retrieve guest information in the property system.
• Coordinate with security, guest services and operations staff as needed.
• Handle wake-up calls and guest requests with accuracy and speed.
• Support front desk, PBX and concierge during shifts.

Skills

Hotel experience

Customer service

Verbal communication

Written communication

Multitasking

Computer navigation

Tools

Moderately complex computer system

Job description

## Front Office Floater (Weekends & Evenings Required)Apply: On-Site: The Whitley - Atlanta, GA: Full time: Posted 4 Days Ago: JR119130**About Us**Join Team Whitley! Located right in the heart of Buckhead with convenient access to the highway and two Marta Train stations, the Whitley has an awe-inspiring view of the city skyline. Gathering together was Buckhead’s original purpose, and this remains a focus of our hotel so that we are able to provide a home away from home for our guests. Our associates have access to many benefits such as free parking, discounted train passes, complimentary meals and discounted spa services. In addition to all of this, we invest in our associates by providing cross-training, promotional opportunities and tuition reimbursement. Looking to grow your career with the leading luxury hotel in the area? Come in to see us 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**In this role, you will rotate between the front desk, PBX and Concierge. Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner. Assist guests with arrival and departure from hotel, while providing positive guests experiences.### ## **Essential Duties and Responsibilities*** Promptly answer telephone calls, greet callers with a positive and clear voice. •Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.* Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.* Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.* Page guests and patrons using the public address system in a courteous and clear manner.* Act as dispatcher for security, guest services and property operations associates.* Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.* Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.* Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. •Initiate emergency response as necessary and legibly document pertinent details.* Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.* Comply with attendance rules and be available to work on a regular basis.* Perform any other job related duties as assigned.* 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.