Front Desk Agent
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. About Us Housed in the historic 10-story Keyser Building, Hotel RL is located just steps from the Inner Harbor. A testament to our love of all things local, creative and good for the world, our hotel features bright and peaceful guestrooms, ethically sourced Victrola Coffee at the Caf , and The Living Stage-an intimate stage for thought-provoking events. At our Inner Harbor hotel, we've partnered with Baltimore Uncovered as part of our philanthropic initiative, Project Wake Up Call, to raise awareness and funds for the homeless. Stay comfortable. Stay inspired. Stay Curious at Hotel RL. Join our team of professionals and enjoy discounted meals, discounted hotel rate at other hotels in the company, competitive pay and health care benefits. Contact us to see how we can elevate your career.