Telephone Operator/Front Desk Agent

Hei Hotels Inc.; The Woodlands (TX); Vor Ort; USD 18.000 - 25.000; Vollzeit

Benefits dieser Stelle

Medical and Dental coverage

Vacation and holidays

Pet insurance

Financial wellness programs

401(k) with matching funds

Hotel room discounts

Zusammenfassung

The Westin at The Woodlands, operated by HEI Hotels and Resorts, is seeking a Front Desk Associate to greet guests on arrival and departure, manage registrations, and provide accurate information about local attractions. You will process payments, promote HEI programs, and ensure a smooth, welcoming experience for all guests.

Responsibilities include handling check-in/check-out, inputting data into the hotel system, resolving guest concerns with diplomacy, and maintaining professional

Qualifikationen

• Hotel experience preferred.
• Ability to use a calculator for moderately complex calculations.
• Ability to deal with customers with tact and diplomacy to resolve conflicts.
• Ability to stand and move throughout front office and perform job functions.
• Ability to input information using a moderately complex computer system.
• Ability to identify signs of emergency situations.
• Ability to build effective working relationships.
• Strong verbal and written communication skills.
• Ability to adapt communication style for different audiences.

Aufgaben

• Greet guests with a friendly welcome and provide information on hours and local attractions.
• Handle check-in/check-out, input guest details, and manage room assignment and keys.
• Process payments, manage cash and credit transactions, and post charges to guest accounts.
• Answer calls promptly and relay messages to guests accurately.
• Close guest accounts at check-out and address any dissatisfaction or price concerns.
• Resolve guest issues by researching and offering effective solutions.

Kenntnisse

Customer service

Cash handling

Communication

Front desk operations

Computer systems

Emergency awareness

Interpersonal relations

Verbal and written communication

Jobbeschreibung

About Us

The Westin at The Woodlands is perfectly located in The Woodlands Waterway Square. Walking distance to Market Street and Cynthia Woods Mitchell Pavilion, this hotel is the ideal destination for business guests and weekend leisure travelers. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable. 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

Salary Range: $15.50 - $15.50Tipped/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

• 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

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.
• Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.
• Pet insurance through the ASPCA.
• Financial wellness coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• 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.

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.