Front Desk Agent

Avalon Hospitality Group, LLC•Los Angeles, CA

82d•$0 - $25•Onsite

About The Position

The Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service, and checking guests out of the hotel. This role involves resolving guest challenges throughout their stay, upgrading guests as required, and promoting hotel services, amenities, and upsell products. The position requires completing the registration process by inputting and retrieving information from a computer system, making appropriate room selections, coding electronic keys, and promoting guest loyalty programs. Additionally, the agent ensures rooms and services are correctly accounted for, handles check-out payments, and converts foreign currency. A key aspect of the role is providing a welcoming and helpful experience to guests, answering telephone and email inquiries, managing messages, and retrieving mail and packages. The agent must also field guest complaints, conduct research to find effective solutions, and negotiate results, remaining calm and alert during stressful situations.

Requirements

Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Ability to read, understand, and communicate effectively in English, both verbally and in writing
Ability to access and accurately input information using a moderately complex computer system
Ability to work well under pressure
High School graduate or equivalent required.
One to two years of prior guest service experience are preferred.
Prior hospitality experience is also preferred.

Nice To Haves

Four year college degree preferred with emphasis on foreign languages.

Responsibilities

Greets and registers guests, providing prompt and courteous service.
Checks guests out of the hotel.
Resolves guest challenges throughout their stay.
Upgrades guests as required.
Promotes hotel services, amenities, and upsells products to the guests.
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Makes appropriate selection of rooms based on guest needs.
Codes electronic keys.
Non-verbally confirms the room number and rate.
Promotes and administers guest loyalty program for arriving guests.
Ensures guest knows location of room, and arranges for team member to accompany guest to room.
Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Ensures rooms and services are correctly accounted for within guest statement.
Properly accounts for services provided by the hotel.
Assists guests with check out payments or changes.
Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.
Converts foreign currency at current posted rates.
Greets customers immediately with a friendly and sincere welcome.
Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate actions and provides accurate information such as outlet hours, special VIP programs, events, etc.
Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
Promptly answers the telephone and email inquiries.
Inputs messages into the computer and advises other team members of special guest needs.
Retrieves messages and communicates the content to the guest.
Retrieves mail, packages and facsimiles or other special items for customers as requested.
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results.
Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remains calm and alert, especially during emergency situations and heavy hotel activity.
Plans and implements detailed steps by using experienced judgment and discretion.
Summon Bell Services team member to escort guests to/from their rooms, as appropriate.
Provide safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault, and carrying it to the guest.
Operate various office machines and property management system.
Assimilate into the Avalon culture through understanding, supporting and participating in all elements of corporate policies.
Demonstrate working knowledge of the service standards.
Regular attendance in conformance to the standards, which may be established by Avalon from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.