Assist guests with arrival and departure from hotel, while providing positive guests experiences.
Greet guests immediately with a friendly and sincere welcome, using a positive and clear speaking voice. Listen carefully to guest requests, respond with appropriate action, and provide accurate information regarding hotel outlets, amenities, and local attractions.
Complete the registration process by accurately inputting and retrieving guest information using the hotel's property management system (FSPMS required). Confirm all pertinent details, including number of guests, room rate, and length of stay. Promote HEI Hotels & Resorts and brand marketing programs while selecting appropriate room accommodations based on guest needs. Code electronic keys, discreetly confirm room number and rate, and provide welcome materials such as key packets, certificates, coupons, and additional amenities as applicable.
Verify and authorize payment methods by processing and imprinting credit cards using electronic systems. Handle cash transactions, provide change, and maintain accountability of an assigned house bank. Accurately accept and record various forms of payment, including vouchers and traveler's checks, and convert foreign currency at current posted rates. Post all charges to guest rooms and house accounts using FSPMS.
Answer incoming calls promptly with professionalism and clarity. Input, retrieve, and communicate guest messages accurately through the system. Assist with retrieving mail, packages, and facsimiles for guests as requested.
Process guest departures efficiently by closing accounts and confirming satisfaction. Address any dissatisfaction by resolving concerns and, when appropriate, authorizing service recovery measures.
Handle guest concerns and complaints by conducting thorough research and implementing effective solutions. Demonstrate empathy, patience, and professionalism when resolving issues related to billing, room conditions, or service concerns.
Remain calm, alert, and professional during high-volume periods and emergency situations. Exercise sound judgment and discretion in decision-making and problem-solving.
Maintain consistent attendance and availability to meet scheduling needs.
Perform additional duties as assigned to support front office operations.
Prior hotel front office experience preferred; experience with FSPMS (required)
Proficient in using a calculator to perform moderately complex mathematical calculations accurately
Ability to effectively interact with internal and external guests, demonstrating patience, tact, and diplomacy in high-pressure situations
Ability to stand and move throughout the front office and perform essential job functions with or without reasonable accommodation
Strong computer skills with the ability to accurately input and retrieve data within FSPMS or similar property management systems
Ability to identify and respond to emergency situations appropriately
Strong interpersonal skills with the ability to build and maintain effective working relationships
Excellent verbal and written communication skills
Ability to adapt communication style to effectively engage with supervisors, coworkers, and guests
Compensation
Salary Range: $22.00 - $22.00 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No
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.
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