Front Desk Agent

About the role

The Westin at The Woodlands is located in The Woodlands Waterway Square, within walking distance of Market Street and the Cynthia Woods Mitchell Pavilion. This hotel serves both business and leisure travelers.

Responsibilities

• Greet guests 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 the number of guests and room rate.
• Promote HEI Hotels and Resorts and brand marketing programs.
• Select rooms based on guest needs, code electronic keys, and 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 and retrieve messages.
• Retrieve mail, small packages, and facsimiles for guests as requested.
• Close guest accounts at checkout and ascertain satisfaction; negotiate compromises when necessary.
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results.
• Listen and extend assistance to resolve issues such as price conflicts or room temperature problems.
• Remain calm and alert during emergency situations and heavy hotel activity; plan and implement steps using 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

• Hotel experience preferred.
• Considerable skill in using a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, including those requiring high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to stand and move throughout the 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, including supervisors, coworkers, and the public.

Pay

Salary Range: $15.50 per hour

Benefits

• Medical, Dental, and Vision insurance through Anthem Blue Cross Blue Shield and EyeMed.
• Vacation, Sick, and Holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, Spousal, and Child Life insurance; Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through the 'YouDecide' and Hotel Room Discount programs.