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About the Role
Assist guests with arrival and departure from the hotel, while providing positive guest experiences.
Responsibilities
- Greet customers immediately with a friendly and sincere welcome.
- Use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.
- Provide accurate information such as outlet hours and local attractions.
- Complete the registration process by inputting and retrieving information from a computer system.
- Confirm 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 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 messages into the computer and retrieve messages to communicate to the guest.
- Retrieve mail, small packages, and facsimiles for customers as requested.
- Close guest accounts at time of check out and ascertain satisfaction.
- Negotiate compromise in cases of dissatisfaction, which may include authorizing revenue allowances.
- Field guest complaints, conducting thorough research to develop effective solutions and negotiate results.
- Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning.
- Remain calm and alert during emergency situations and heavy hotel activity.
- Plan and implement detailed steps 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.
Requirements
- 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 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.
Skills
- Effective verbal and written communication skills.
- Ability to adapt communication style to suit different audiences.
Location
- Austin
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- $17.00 - $18.00 Hourly
Benefits
- Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
- Vision insurance programs through 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 'YouDecide' and Hotel Room Discount programs
About the Company
- The Doubletree by Hilton Austin is a 40-year-old property with a recent renovation, featuring Spanish Colonial design and contemporary decor.
- The company prides itself on creating a fun, professional work environment with a culture of recognition, support, and respect.
- The hotel has maintained excellent associate feedback ratings, with over 20% of team members having 10 or more years of service.
- Managed by HEI Hospitality, the company offers an exceptional benefit package.
Equal Opportunity
- 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.
- We value U.S. military experience and invite all qualified military candidates to apply.
- We encourage individuals who are excited about the role but whose experience doesn't align perfectly with every qualification to still apply.