Front Desk Agent

Avion Hospitality Employee Services LLC•St. Petersburg, FL

26d

About The Position

Front Desk Agents greet and register guests, provide outstanding guest service throughout their stay, and settle guest accounts at departure. The role includes registering guests, making and modifying reservations, hotel operator and concierge duties, and providing 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, the ability to handle multiple tasks and solve problems, clear communication, sound judgment, and effectiveness in stressful situations. Agents must understand basic financial information and arithmetic, communicate in writing, use logic to resolve unfamiliar situations, and have operational knowledge of Microsoft Office. They must understand hotel products and guest services and be willing to work a varied schedule that 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 provide outstanding customer service.
Ability to multitask, attend to details, and solve problems when working with 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 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, gather 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, 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 in a friendly, warm, and service-oriented manner.
Register guests; handle check-ins and check-outs efficiently and courteously; and settle guest accounts.
Make and modify reservations, obtain required reservation information, and follow rate-quoting procedures.
Provide hotel operator and concierge services, including responding to questions about hotel services, facilities, operating hours, restaurants, transportation, entertainment, and local attractions.
Maintain proper operation of the telephone switchboard and meet applicable performance standards.
Handle requests for information, mail, and messages courteously and efficiently.
Be aware of rates, packages, promotions, in-house groups, and dates that are closed out or restricted.
Follow company policies, standards, regulations, house rules, and emergency procedures to support safe and efficient hotel operations.
Maintain regular attendance as required by the hotel’s varying schedule.
Maintain proper personal appearance and grooming, including wearing the required uniform and name tag.
Establish and maintain good communication and teamwork with colleagues and other hotel departments.
Operate relevant aspects 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 when requested.
Maintain current knowledge of property amenities, special events, local attractions, and nearby activities.
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.