Front Desk Agent

About Us :

Welcome to the Westin Baltimore Washington Airport! Nestled conveniently between Baltimore and Washington, D.C., our hotel offers a serene escape with easy access to the bustling cities' attractions.

At HEI, we believe that our success begins and ends with our people. We are proud to foster a culture that is centered around our employees, recognizing that they are our most valuable asset.

Our team is dedicated to providing exceptional service and creating memorable experiences for every guest. We are committed to fostering a diverse and inclusive workplace where every team member is valued and empowered to reach their full potential.

From the moment you join Westin Baltimore, you become part of a supportive and inclusive community that values your unique talents and perspectives.

We are committed to providing our employees with the resources, training, and opportunities they need to thrive and grow in their careers.

Our dedication to our employees extends beyond the workplace. We offer a range of benefits and programs to support our employees' well-being, both personally and professionally, including paid parental leave, emergency childcare and adult care discounts, and wellness initiatives focusing on mental health awareness.

Join us at the Westin Baltimore and be part of a team that is passionate about hospitality and making a positive impact on our guests and community where your contributions are valued, your voice is heard, and your success is our top priority.

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.