Front Desk Agent

Front Desk Agent at HEI Hotels & Resorts

We are seeking a dedicated Front Desk Agent to assist guests with arrival and departure, ensuring a positive guest experience.

HEI Hotels & Resorts is an intimate, all-suite retreat set directly on San Antonio’s beloved Riverwalk. We delight arriving guests with stylish suites that reflect San Antonio’s rich history and vibrant culture. As an employer of choice, we offer career potential, free training, free lunch, free bus pass or parking, uniforms, and a fun environment with work/life balance for all associates.

We value diversity and inclusion. If your experience does not align perfectly with every qualification but you are excited about this role, we encourage you to submit your information.

Assist guests with arrival and departure, 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 information including the 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.

• 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.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

• 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. This includes medical, dental, and vision insurance through Anthem Blue Cross Blue Shield and Eye Med; vacation, sick, and holiday programs; pet insurance; supplemental, spousal, and child life insurance; short and long‑term disability plans; a 401(k) savings plan with matching funds; and discounts through the ‘You Decide’ and Hotel Room Discount programs.

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.

Entry Level

Full‑time

Management and Manufacturing

Hospitality