Front Desk Agent

Avion Hospitality Employee Services LLC•Houston, TX

14d

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 guests’ arrival and throughout their stay while helping maximize room revenue and occupancy. The position requires a positive, service-oriented approach; the ability to communicate clearly, multitask, and solve problems; and the ability to work effectively in stressful situations. Agents must understand hotel products and guest services, handle basic financial information and arithmetic, and use the Microsoft Office suite. They must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays.

Requirements

High school diploma or equivalent required.
Experience in a hotel or related field preferred.
Positive, upbeat personality and desire to provide outstanding customer service.
Ability to multitask, pay attention to detail, and solve problems when dealing with internal and external customers.
Ability to convey information and ideas clearly.
Ability to evaluate and select among alternative courses of action quickly and accurately.
Ability to work effectively in stressful, high-pressure situations.
Effectiveness in anticipating, preventing, identifying, and solving workplace problems.
Ability to listen to, understand, and clarify issues raised by coworkers and guests.
Ability to work with financial information and data and perform basic arithmetic.
Ability to count, add, subtract, multiply, and divide.
Ability to read, comprehend, and write simple instructions, short correspondence, and memos.
Ability to use logic to define problems, gather 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.
Ability to participate in creating an enjoyable work environment.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.

Responsibilities

Approach interactions with guests and associates in a friendly, service-oriented manner.
Maintain required personal appearance and grooming, including wearing the proper uniform and name tag.
Maintain regular attendance in accordance with hotel scheduling needs and Avion Hospitality standards.
Comply with Avion Hospitality policies, standards, and regulations to support safe and efficient hotel operations.
Greet and welcome guests at the Front Desk with a friendly and warm demeanor.
Operate the telephone switchboard and meet applicable performance standards.
Handle requests for information, mail, and messages efficiently and courteously.
Answer guest questions about hotel services, facilities, and hours of operation, as well as local restaurants, transportation, and entertainment.
Maintain good communication and teamwork with associates and other hotel departments.
Stay informed about rates, packages, promotions, in-house groups, and closed or restricted dates.
Collect necessary information for room reservations and follow rate-quoting procedures.
Know and follow hotel policies and house rules, and understand hospitality terminology.
Know and assist with emergency procedures as required.
Handle guest check-ins and check-outs in a friendly, efficient, and courteous manner.
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 items such as luggage, newspapers, messages, packages, and amenities when requested.
Maintain current knowledge of property amenities, special events, local attractions, and nearby activities.
Perform other assigned duties, which may include assisting coworkers in other hotel areas and maintaining clean, organized, and safe work areas and hotel grounds.