Front Desk Agent

Front Desk Agent

Company: HEI Hotels & Resorts

Location:

Lake Buena Vista, FL

A state‑of‑the‑art, Green lodging hotel located just off I‑4 and CR 535, directly across the highway from Orlando's Premium Outlet Mall. At Hilton Garden Inn Lake Buena Vista we cultivate a welcoming, inclusive, and collaborative work environment where every team member is valued and empowered. Our focus on teamwork and open communication creates a positive atmosphere that delivers exceptional service and memorable experiences for our guests.

We believe in personal growth and offer opportunities for development, ensuring each individual has the tools and support needed to thrive in their role.

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

• 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 details including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Select rooms based on guest needs.
• Code electronic keys, confirm the room number and rate non‑verbally, and 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, conduct thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance 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.

• Hotel experience preferred.
• Considerable skill in calculator use to prepare moderately complex mathematical calculations without error.
• Effective dealing with internal and external customers who may require high levels of patience, tact and diplomacy to defuse anger, gather 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, such as communicating with supervisors, coworkers and the public.

Tipped/Service Charge Eligible:
No
Discretionary Performance Bonus Eligible:
No

HEI Hotels and Resorts offers a comprehensive benefits program that supports physical, mental and financial wellness. Coverage includes medical, dental, vision, vacation, sick and holiday programs, pet insurance, supplemental, spousal and child life insurance, short and long‑term disability, a 401(k) savings plan with matching funds, and discounts through the 'You Decide' and Hotel Room Discount programs. Specific details and eligibility 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.