Front Desk Agent ("Agente de Recepcion")

Azul Hospitality•Phoenix, AZ

7d•Onsite

About The Position

Perform in a pleasant, professional, and efficient manner a combination of duties related mainly to guests’ needs, including registration, checkout, and cashiering, contributing to a positive guest experience. The role also supports guest inquiries, reservations, hotel operations, and coordination with other departments. Staff must maintain a neat, clean, and well-groomed appearance according to Azul Hospitality standards, maintain regular attendance, comply with hotel rules and safety procedures, and attend scheduled training sessions and meetings. Schedules may vary to reflect hotel business needs. This job description is not an exclusive or exhaustive list of duties.

Requirements

High school diploma or equivalent education required.
Must be able to speak, read, write, and understand the primary language used in the workplace.
Good verbal, written, and electronic communication skills.
Considerable knowledge of complex mathematical calculations and computer programs.
Excellent leadership capability and customer relations skills.
Detail-oriented, with strong organizational and communication skills.
Basic computer skills and basic computational ability.
Ability to deal effectively with internal and external customers, including with patience, tact, and diplomacy, and collect accurate information to resolve conflicts.
Knowledge of basic Windows OS, MS Office, PMS, PBX, key systems, and POS.
Self-driven and able to work independently.
Strong issue-resolution ability, analytical skills, and attention to detail.
Ability to stand and exert well-paced mobility for up to four hours at a time, maneuver between simultaneous functions, work in limited spaces, and reach other hotel departments promptly.
Ability to lift up to 45 pounds and push or pull carts and equipment weighing up to 250 pounds.
Ability to perform grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing; occasional bending, stooping, squatting, and stretching for cleaning tasks.
Ability to use office equipment and demonstrate finger dexterity for picking, pinching, typing, and substantial wrist and hand movements.
Ability to observe and distinguish product quality and detect signs of emergency situations using hearing, smell, taste, and vision; continuous communication and visual abilities are required.
Experience in the hospitality industry preferred.
Experience in a front desk or customer service role preferred.

Nice To Haves

Experience in the hospitality industry.
Experience in a front desk or customer service role.

Responsibilities

Greet and welcome guests upon arrival.
Execute guest registration and checkout at the front desk.
Accept payment for guest accounts during registration and checkout; maintain a house bank, make deposits, and prepare accurate daily receipt reports.
Cash checks, exchange currency, handle cash transactions accurately, and balance the cash drawer.
Acknowledge rewards members and returning guests.
Take and manage guest bookings, identify upselling opportunities, and inform guests about ways to improve their stay.
Review daily arrival reports and verify special-request reservations, including room blocks, VIP identification, billing setup, deposits, and notification of other departments about room assignments.
Attend scheduled training, departmental meetings, and hotel meetings.
Stay informed about promotions, daily activities, arriving VIPs, groups and conferences, special requests, and scheduled shuttles.
Follow safe work practices and privacy, security, departmental, and company procedures.
Answer calls promptly and correctly transfer them to appropriate departments.
Coordinate with other departments to meet guest needs.
Log guest requests and room defects in the appropriate system and follow up after requests are completed or defects repaired to confirm guest satisfaction.
Answer inquiries about hotel policies and services, registration, shopping, dining, entertainment, and travel directions.
Maintain knowledge of the hotel, its services and facilities, the city, and local attractions.
Maintain lobby cleanliness and organization.
Assist with booking reservations and handling mail, packages, facsimiles, and guest items.
Assist with guest inquiries; report maintenance problems, safety hazards, accidents, or injuries; and perform other reasonable duties as requested by supervisors or managers.
Maintain required grooming standards, regular attendance, and compliance with hotel rules and regulations.