Front Desk Agent

Description

Job Summary

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities:

- Approach all encounters with guests and associates in a friendly, service-oriented manner.

- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).

- Maintain regular attendance in compliance with Avion Hospitality standards, as required by the scheduling, which varies according to the hotel's needs.

- Comply at all times with Avion Hospitality policies, standards, and regulations to encourage safe and efficient hotel operations.

- Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality standards; maintain a friendly and warm demeanor at all times.

- Maintain proper operation of the telephone switchboard and ensure that all Avion Hospitality performance standards are met.

- Handle requests for information, mail, and messages in a timely and courteous manner.

- Answer guests' inquiries about hotel service, facilities, and hours of operation.

- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.

- Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.

- Be aware of all rates, packages, and special promotions; Be familiar with all in-house groups; Be mindful of closed-out and restricted dates.

- Obtain all necessary information when taking room reservations and follow the rate quoting scenario.

- Be familiar with all Avion Hospitality policies and house rules, as well as the terminology used in hospitality.

- Know of and assist in emergency procedures as required.

- Handle check-ins and check-outs in a friendly, efficient, and courteous manner.

- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

- Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.

- Use proper two-way radio etiquette at all times when communicating with other associates.

- As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other requested items to guests or team members.

- Maintain an up-to-date working knowledge of all property amenities, as well as any special events, local area attractions, and activities available around the hotel.

- Perform other duties as assigned, which may include, but are not limited to the following: helping coworkers in different areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds.

Requirements

- High School diploma or equivalent required; College coursework in related field helpful.

- Experience in a hotel or a related field is preferred.

- Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.

- Demonstrate the ability to multitask, be detail-oriented, and be able to problem-solve in order to effectively deal with internal and external customers.

- Must be able to convey information and ideas clearly.

- Must be able to evaluate and select among alternative courses of action quickly and accurately.

- Must work well in stressful, high-pressure situations.

- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.

- Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.

- Must be able to work with and understand financial information and data, and basic arithmetic functions.

- Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.

- Ability to read, comprehend, and write simple instructions and/or short correspondence and memos.

- Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations.

- An operational knowledge of Microsoft Office suite.

- Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends, and holidays.

- Holds an understanding of hotel products and guest services (i.e., lifestyle, full service, resort, etc).

- Ability to participate in the creation of an enjoyable work environment.