Front Desk Agent Jobs

About Us

HEI manages an unparalleled portfolio of leading full-service branded hotels and luxury and lifestyle independent hotels across the U.S. We are the acknowledged experts on upper-upscale, luxury, and premium select-serve hotels in urban, super-suburban, and destination locations.

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? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. 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.

Overview

Assist guests with arrival and departure from hotel, while providing positive guests experiences.

Responsibilities

• 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.
• 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.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• 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.
• 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.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

Qualifications

• 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 observe and detect signs of emergency situations.
• Hotel experience preferred.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• High school diploma or equivalent required, and college degree preferred.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.

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. 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.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

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.