Front Desk Agent

Avion Hospitality Employee Services LLC•Cranberry Township, PA

About The Position

Front Desk Agents greet and register guests, provide outstanding service throughout their stay, and settle guest accounts at checkout. The role includes registering guests, making and modifying reservations, operating the hotel switchboard, and performing concierge duties. Agents provide attentive, courteous, and efficient service before arrival and during guests’ stays while helping maximize room revenue and occupancy.

Requirements

High school diploma or equivalent.
Positive, upbeat personality and a desire to provide outstanding customer service.
Ability to multitask, pay attention to detail, and solve problems when working with internal and external customers.
Ability to communicate information and ideas clearly.
Ability to quickly and accurately evaluate and select among alternative courses of action.
Ability to work effectively in stressful, high-pressure situations.
Effectiveness in anticipating, preventing, identifying, and solving workplace problems.
Ability to work with and understand financial information and data, and perform basic arithmetic.
Ability to perform basic counting, addition, subtraction, multiplication, and division.
Ability to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and handle abstract variables in unfamiliar situations.
Operational knowledge of the Microsoft Office suite.
Willingness and ability to work a varied schedule that may include evenings, nights, weekends, and holidays.
Understanding of hotel products and guest services, such as lifestyle, full-service, and resort offerings.

Nice To Haves

Experience in a hotel or related field.

Responsibilities

Approach interactions with guests and associates in a friendly, service-oriented manner.
Greet and welcome guests at the Front Desk in accordance with Avion Hospitality standards, maintaining a warm and friendly demeanor.
Handle guest check-ins and check-outs efficiently and courteously.
Operate the telephone switchboard and meet Avion Hospitality performance standards.
Handle requests for information, mail, and messages efficiently and courteously.
Answer questions about hotel services, facilities, hours, restaurants, transportation, entertainment, and other local options.
Communicate and work effectively with fellow associates and other hotel departments.
Stay informed about rates, packages, promotions, in-house groups, and closed-out or restricted dates.
Collect required information for room reservations and follow rate-quoting procedures.
Know and follow Avion Hospitality policies and house rules, and understand hospitality terminology.
Understand and assist with emergency procedures as required.
Operate relevant aspects of the Front Desk computer system.
Log and deliver packages, mail, and messages to guests and meeting rooms as needed.
Use proper two-way radio etiquette when communicating with associates.
Deliver guest-requested items, such as luggage, messages, packages, and amenities, as needed.
Maintain current knowledge of property amenities, special events, local attractions, and nearby activities.
Perform other assigned duties, which may include helping coworkers in other hotel areas and maintaining a clean, organized, and safe work area and hotel grounds.