Front Desk Agent

Avion Hospitality•San Antonio, TX

About The Position

Front Desk Agents greet and register guests, provide outstanding service during 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’ arrival and throughout their stay while helping maximize room revenue and occupancy. They maintain knowledge of hotel services, facilities, policies, rates, promotions, events, and local attractions, and work with guests and hotel associates to support effective hotel operations.

Requirements

High school diploma or equivalent required.
Experience in a hotel or related field preferred.
Positive, upbeat personality and desire to deliver outstanding customer 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 quickly and accurately evaluate and select among alternative courses of action.
Ability to work effectively in stressful, high-pressure situations and 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, 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, or resort offerings.
Ability to participate in creating an enjoyable work environment.

Nice To Haves

College coursework in a related field.

Responsibilities

Greet and welcome guests in a friendly, service-oriented manner and maintain a warm demeanor.
Register guests and handle check-ins, check-outs, and guest accounts efficiently and courteously.
Make and modify reservations, obtain necessary reservation information, and follow rate-quoting procedures.
Operate the telephone switchboard and meet applicable performance standards.
Respond courteously and efficiently to requests for information, mail, messages, and packages.
Answer questions about hotel services, facilities, operating hours, restaurants, transportation, entertainment, and local attractions.
Maintain awareness of rates, packages, promotions, in-house groups, and closed or restricted dates.
Operate relevant Front Desk computer systems.
Log and arrange delivery of 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 needed.
Maintain current knowledge of property amenities, special events, and things to do in the local area.
Establish and maintain effective communication and teamwork with hotel associates and other departments.
Follow company policies, standards, regulations, house rules, and emergency procedures.
Maintain regular attendance as required by the hotel’s varying schedule needs.
Maintain proper personal appearance and grooming, including wearing the required uniform and name tag.
Help coworkers in other hotel areas as needed and maintain a clean, organized, and safe work area and hotel grounds.