Front Desk Agent

Element San Antonio Riverwalk; San Antonio (TX); On-site; USD 17,000 - 28,000; Full time

Job summary

Element San Antonio Riverwalk is seeking a Front Desk Agent to warmly greet guests, register arrivals, and provide outstanding service throughout the stay. You will assist with reservations, act as hotel operator, and support concierge duties to maximize guest satisfaction and revenue.

The role requires multi-tasking, clear communication, and the ability to work flexible shifts including evenings and weekends.

Qualifications

• Possess a high school diploma or equivalent; college coursework helpful.
• Experience in a hotel or related field preferred.
• Positive, upbeat personality and a commitment to outstanding customer service.
• Ability to multi-task, stay detail-oriented, and solve problems for internal/external customers.
• Clear communication of information and ideas.
• Ability to quickly evaluate options and act.
• Comfortable in stressful, high-pressure situations.
• Ability to handle financial information and basic arithmetic.
• Numerical operations: counting, adding, subtracting, multiplying, dividing.
• Ability to read/write simple instructions and memos.
• Use logic to define problems, gather facts, draw conclusions, interpret information.
• Microsoft Office proficiency.
• Willingness to work varied shifts including evenings/weekends/holidays.
• Understanding of hotel products and guest services.
• Participate in creating an enjoyable work environment.

Responsibilities

• Enjoy friendly, service-oriented interactions with guests and colleagues.
• Maintain proper personal appearance and brand-appropriate uniform.
• Attend to attendance per Avion Hospitality standards and hotel needs.
• Comply with Avion Hospitality policies and safety standards.
• Greet guests at the Front Desk in a warm, professional manner.
• Operate the Front Desk telephone switchboard efficiently.
• Handle information requests, mail, and messages promptly.
• Answer inquiries about hotel services, facilities, and hours.
• Provide restaurant, transportation, and local activity recommendations.
• Maintain good communication with other departments.
• Be aware of rates, packages, promotions, and groups.
• Assist with reservations and rate quotes.
• Know Avion Hospitality policies and house rules; understand hospitality terms.
• Know emergency procedures and safety protocols.
• Process check-ins/outs courteously and efficiently.
• Operate relevant Front Desk computer systems.
• Deliver packages and messages as needed.
• Follow two-way radio etiquette.
• Assist guests with luggage, newspapers, and other items as requested.
• Maintain knowledge of property amenities and local attractions.
• Support coworkers and maintain a clean, safe hotel environment.

Skills

Customer service

Communication skills

Conflict resolution

Multitasking

Numerical/basic math

Teamwork

Guest relations

Education

High School diploma or equivalent

Experience in a hotel or related field

Positive and upbeat personality

Problem solving

Clear conveying of information

Ability to work under pressure

Microsoft Office proficiency

Flexible schedule availability

Tools

Microsoft Office

Job description

Description

Job Summary

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Education & Experience

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment

Requirements

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with Avion Hospitality policies, standards and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality standards; maintain a friendly and warm demeanor at all times.
• Maintain proper operation of the telephone switchboard and ensure that all Avion Hospitality performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all Avion Hospitality policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Use proper two-way radio etiquette at all times when communicating with other associates.
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
• Perform other duties as assigned, which may include, but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds