Guest Experience Specialist — Front Desk

Hei Hotels Inc.; Atlanta, Northern (GA, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free meals during shifts

Free transportation to MARTA station

Job summary

HEI Hotels and Resorts seeks a front desk professional at Hilton Airport Atlanta to assist guests with arrival and departure, manage keys, folios, and guest accounts, and ensure a welcoming experience.

The role requires strong customer service, accurate math, and ability to operate a moderately complex computer system. Teamwork, courtesy, and professionalism are essential in a high-volume environment.

Qualifications

• 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.

Responsibilities

• Code electronic keys, verify room numbers and rates, and prepare welcome folders with keys, certificates, coupons, and refreshment center keys as appropriate.
• Handle cash, post charges to guest rooms and house accounts, and balance an assigned house bank.
• Process vouchers and currency exchanges; post charges and manage guest accounts at checkout.
• Answer telephones promptly with clear communication; input messages into the computer.
• Retrieve mail, packages and facsimiles for guests as requested; assist with duties as assigned.
• Resolve guest complaints with thorough research and negotiation for solutions.
• Remain calm and vigilant during emergencies and heavy hotel activity; follow procedures.
• Attend to attendance rules and perform other job-related duties as assigned.

Skills

Hotel experience

Cash handling

Customer service

Math calculations

Computer systems

Emergency awareness

Interpersonal skills

Communication skills

Adaptability

Tools

Calculator

Hotel computer system

Job description

HEI Hotels and Resorts seeks a front desk professional at Hilton Airport Atlanta to assist guests with arrival and departure, manage keys, folios, and guest accounts, and ensure a welcoming experience.

The role requires strong customer service, accurate math, and ability to operate a moderately complex computer system. Teamwork, courtesy, and professionalism are essential in a high-volume environment.