Front Desk Agent

Avion Hospitality•Eatontown, NJ

20h

About The Position

Front Desk Agents greet and register guests, provide outstanding guest service throughout their stay, and settle guest accounts upon departure. The role includes registering guests, making and modifying reservations, hotel operator and concierge duties, and delivering attentive, courteous, and efficient service before arrival and throughout each stay while maximizing room revenue and occupancy. The position requires a positive, service-oriented approach, effective communication and problem-solving, and the ability to multitask and work in stressful situations. The agent must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays. A high school diploma or equivalent is required; college coursework in a related field and hotel or related-field experience are helpful or preferred.

Requirements

High school diploma or equivalent required.
Positive, upbeat personality and desire to provide outstanding guest 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 and anticipate, prevent, identify, and resolve 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, 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 conclusions, interpret information, and handle abstract variables in unfamiliar situations.
Operational knowledge of 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 is helpful.
Experience in a hotel or related field is preferred.

Responsibilities

Greet, welcome, check in, and check out guests in a friendly, efficient, and courteous manner.
Register guests, make and modify reservations, obtain necessary reservation information, and follow rate-quoting procedures.
Provide attentive guest service before arrival and throughout the stay, and settle guest accounts at departure.
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; log and deliver items to guests and meeting rooms as needed.
Maintain awareness of rates, packages, promotions, in-house groups, restricted dates, property amenities, special events, and local attractions.
Follow company policies, standards, regulations, house rules, brand standards, and emergency procedures.
Maintain regular attendance, proper personal appearance and grooming, and wear the required uniform and name tag.
Communicate and coordinate effectively with fellow associates and other hotel departments.
Use proper two-way radio etiquette when communicating with associates.
Deliver guest items such as luggage, newspapers, messages, packages, and amenities when needed.
Operate relevant aspects of the Front Desk computer system.
Help coworkers in other hotel areas as needed and maintain an organized work area and overall cleanliness and safety throughout the hotel and grounds.
Perform other duties as assigned.