Front Desk Agent

Avion Hospitality Employee Services LLC•Oklahoma City, OK

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 arrive and throughout their stay while helping maximize room revenue and occupancy. The position requires a service-oriented approach, clear communication, attention to detail, sound judgment, and the ability to multitask and resolve problems, including in stressful situations. Agents must understand hotel products and guest services, handle basic financial information and arithmetic, and operate the Front Desk computer system and Microsoft Office suite. The work schedule may vary and include evenings, nights, weekends, and holidays.

Requirements

High school diploma or equivalent required.
A positive, upbeat personality and desire to provide outstanding customer service.
Ability to multitask, pay attention to detail, and solve problems for internal and external customers.
Ability to communicate information and ideas clearly.
Ability to evaluate alternatives and make decisions quickly and accurately.
Ability to work effectively in stressful, high-pressure situations.
Ability to 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.
Ability to perform basic numerical operations, 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 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.
Experience in a hotel or related field.

Responsibilities

Approach interactions with guests and associates in a friendly, service-oriented manner.
Maintain appropriate personal appearance and grooming, including wearing the required uniform and name tag.
Maintain regular attendance in accordance with scheduling and hotel needs.
Follow 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 questions about hotel services, facilities, hours of operation, 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-out or restricted dates.
Collect necessary information for room reservations and follow rate-quoting procedures.
Learn and follow hotel policies, house rules, and 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 functions 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, as requested.
Maintain current knowledge of property amenities, special events, local attractions, and nearby activities.
Perform other assigned duties, which may include assisting coworkers, maintaining an organized work area, and supporting cleanliness and safety throughout the hotel and grounds.