Front Desk Agent
Company: HEI Hotels & Resorts
Location: Herndon
Posted on: March 19, 2023
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Job Description:
About Us
Join our award-winning family at the Hyatt Regency Dulles, where
taking care of our people is the foundation for our success! Our
hotel was awarded the #1 Customer Service Elite score in all of
Hyatt's Timeless portfolio in 2020 and achieved GBAC STAR Facility
Accreditation in 2021 for cleaning and disinfecting to a higher
standard. We offer a fun and supportive work environment,
outstanding training and development opportunities, competitive pay
and benefits, free parking, and Hyatt's discount room program. We
embrace diversity in the workplace and create an inclusive
environment for all of our associates. Additionally, the hotel's
Fun Committee plans fun and engaging monthly activities, including
an abundance of awards and recognition programs. Our newly
renovated hotel is located minutes from Dulles International
Airport in Herndon, Virginia, featuring 316 suite-style guest rooms
and a 30,000 square foot IACC conference center. We would love to
talk to you about your next career move! 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
* 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
* High school diploma or equivalent required, and college degree
preferred.
* 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.
* 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
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.
Work today, get paid today! 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.
Keywords: HEI Hotels & Resorts, Germantown , Front Desk Agent, Sales , Herndon, Maryland
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