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Front Desk Agent (FT & PT Available)
The Westin Indianapolis
US - IN - Indianapolis
Front Desk Agent (FT & PT Available)
The Westin Indianapolis
 
Indianapolis
IN
46204
9/25/17 9:00 AM
10/25/17
Hotel/Resort
Front Desk
No
 
Assist guests with arrival and departure from hotel, while providing positive guests experiences. Rotate into Service Express Position to support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

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.

Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.

Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.

Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.

Act as dispatcher for security, guest services, and property operations associates. Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.

Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.

Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.

Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

Comply with attendance rules and be available to work on a regular basis.



Experience, Skills and Knowledge
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.
Command of the English language both written and verbal.
Availability

Available to work most days, evenings, weekends, and holidays.
Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan 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, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, 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.

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.



Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
See description above.
 
USD
https://recruiting.adp.com/srccsh/public/RTI.home?r=5000263444306&c=1098041&d=ExternalCareerSite&rb=???

HEI views our associates as our greatest resource, and we hire and develop the best. We have a culture of winning, we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving, yet stable, consistent, enduring. It is a high-performance culture where innovation and entrepreneurial spirit are evident; initiative and results are rewarded.

Our people know they're in on the ground floor of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long - term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level.

An engaging, high-energy environment, HEI presents a rare career opportunity: the chance to shape a powerful leader in the hospitality industry.



Assist guests with arrival and departure from hotel, while providing positive guests experiences. Rotate into Service Express Position to support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

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.

Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.

Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.

Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.

Act as dispatcher for security, guest services, and property operations associates. Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.

Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.

Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.

Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

Comply with attendance rules and be available to work on a regular basis.



Experience, Skills and Knowledge
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.
Command of the English language both written and verbal.
Availability

Available to work most days, evenings, weekends, and holidays.
Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan 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, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, 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.

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.



Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled