Front Desk Agent - 3-11pm shift

Avion Hospitality Employee Services LLC•Dallas, TX

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, handling hotel operator and concierge duties, and providing attentive, courteous, and efficient service before arrival and throughout each stay while helping maximize room revenue and occupancy. The position requires a positive, service-oriented approach, clear communication, sound judgment, attention to detail, and the ability to multitask and solve problems, including in stressful situations. Agents must understand basic arithmetic and financial information, use the Microsoft Office suite and the Front Desk computer system, and maintain knowledge of hotel services, amenities, policies, rates, promotions, local attractions, and events. The schedule may include evenings, nights, weekends, and holidays.

Requirements

High school diploma or equivalent required.
College coursework in a related field is helpful.
Hotel or related-field experience preferred.
Positive, upbeat personality and desire to deliver 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 quickly and accurately evaluate and select among alternative courses of action.
Ability to work effectively in stressful, high-pressure situations.
Ability to anticipate, prevent, identify, and resolve workplace problems.
Effective listening skills and ability to understand and clarify issues raised by coworkers and guests.
Ability to work with financial information and data and perform basic arithmetic, including counting, addition, subtraction, multiplication, and division.
Ability to read, comprehend, and write simple instructions, short correspondence, and memos.
Ability to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with 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 properties.
Ability to participate in creating an enjoyable work environment.

Nice To Haves

College coursework in a related field.
Experience in a hotel or related field.

Responsibilities

Greet and register guests; handle check-ins and check-outs in a friendly, efficient, and courteous manner.
Make and modify reservations, obtain necessary reservation information, and follow rate-quoting procedures.
Provide attentive, courteous, and efficient guest service before arrival and throughout guests’ stays, and settle guest accounts at checkout.
Perform hotel operator and concierge duties, including answering questions about hotel services, facilities, hours, restaurants, transportation, entertainment, and local attractions.
Maintain proper operation of the telephone switchboard and meet applicable performance standards.
Handle requests for information, mail, messages, and packages efficiently and courteously; ensure their logging and delivery to guests and meeting rooms as needed.
Maintain awareness of rates, packages, promotions, in-house groups, closed-out and restricted dates, hotel policies, house rules, amenities, special events, and local attractions.
Operate relevant aspects of the Front Desk computer system.
Use proper two-way radio etiquette when communicating with associates.
Deliver guest items such as luggage, newspapers, messages, packages, and amenities when requested.
Establish and maintain good communication and teamwork with associates and other hotel departments.
Follow company policies, standards, regulations, emergency procedures, attendance requirements, and brand standards for personal appearance, uniform, and name tag.
Maintain a clean and organized work area and contribute to cleanliness and safety throughout the hotel and grounds.
Help coworkers in other hotel areas and perform other duties as assigned.
Contribute to an enjoyable work environment.