Front Desk Agent

Avion Hospitality Employee Services LLC•San Antonio, TX

About The Position

Front Desk Agents greet and register guests, provide outstanding service throughout their stays, 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 arrive and throughout their stays while helping maximize room revenue and occupancy. The position requires a friendly, service-oriented approach, the ability to communicate clearly, and the ability to multitask, solve problems, and work effectively under pressure. Agents must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays.

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 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.
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, gather 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 offerings.
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 welcome guests at the Front Desk in a friendly and service-oriented manner.
Register guests, handle check-ins and check-outs, and settle guest accounts.
Make and modify reservations, collect required reservation information, and follow rate-quoting procedures.
Operate the telephone switchboard and handle requests for information, mail, and messages courteously and efficiently.
Answer questions about hotel services, facilities, hours of operation, restaurants, transportation, entertainment, and local attractions.
Maintain awareness of room rates, packages, promotions, in-house groups, and closed-out or restricted dates.
Operate the Front Desk computer system and meet applicable performance standards.
Log and deliver packages, mail, and messages to guests and meeting rooms.
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.
Establish and maintain good communication and teamwork with hotel associates and departments.
Follow company policies, standards, regulations, house rules, and emergency procedures.
Maintain regular attendance and proper personal appearance, grooming, uniform, and name tag.
Help coworkers in other hotel areas as needed and maintain a clean, organized, and safe work area and hotel grounds.
Perform other duties as assigned.