Front Desk Agent

About Us

Aloft Tampa Downtown offers convenience and excitement in the heart of Tampa. Located near Busch Gardens, Tampa Theatre, and the Tampa Riverwalk, our team enjoys a range of benefits including complimentary on-site parking, generous paid time off, flexible holiday programs, and access to Marriott's discounted hotel room program across thousands of locations worldwide.

Assist guests with arrival and departure from the hotel while delivering 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, confirm pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate room selections 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 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 check-out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results. Listen and extend assistance to resolve problems such as price conflicts or temperature issues.
• 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.

• Hotel experience preferred.
• Strong calculator skills to perform moderately complex mathematical calculations accurately.
• Ability to effectively deal with internal and external customers with patience, tact, and diplomacy to defuse anger, collect information, and resolve conflicts.
• Ability to stand and move throughout front office and perform essential job functions with or without reasonable accommodation.
• Ability to 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, including supervisors, coworkers, and the public.

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that supports physical, mental, and financial wellness. Benefits include medical and dental programs through Anthem Blue Cross Blue Shield, vision insurance through Eye Med, vacation, sick, and holiday programs, pet insurance through the ASPCA, life insurance, disability plans, a 401(k) with matching funds, and hotel room discounts. Specific details and eligibility vary by location and employment status.

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.