Guest Communications Dispatcher - Front Desk

HEI Hotels & Resorts; Atlanta (GA); On-site; USD 20,664,000 - 30,307,000; Full time

Benefits offered by this job

Flexible scheduling

Hotel discounts

401(k) Savings Plan

Paid time off

Job summary

HEI Hotels & Resorts in Atlanta is seeking a Front Office Associate to deliver superior guest service by greeting guests, handling calls, and addressing requests promptly. You will support wake-up calls, paging, and essential front desk operations to ensure guest satisfaction.

The role emphasizes clear communication, teamwork, and accurate data entry within the front desk system. This position requires reliability, flexibility and a customer-first mindset in a fast-paced hotel environment.

Qualifications

• Must communicate well with guests.
• Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Read and use a moderately complex computer console to direct calls.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested.
• Receive wake up call information, input 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.
• Remain calm and polite during emergency situations or heavy hotel activity. Resolve complications and complaints using 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.

Skills

Guest communication

Patience & diplomacy

Computer literacy

Confined-space awareness

Verbal & written communication

Tools

Moderately complex computer system

Job description

HEI Hotels & Resorts in Atlanta is seeking a Front Office Associate to deliver superior guest service by greeting guests, handling calls, and addressing requests promptly. You will support wake-up calls, paging, and essential front desk operations to ensure guest satisfaction.

The role emphasizes clear communication, teamwork, and accurate data entry within the front desk system. This position requires reliability, flexibility and a customer-first mindset in a fast-paced hotel environment.