Guest Services Front Desk Agent

Avion Hospitality; Lexington (KY); On-site; USD 19,000 - 28,000; Full time

Job summary

Avion Hospitality in Lexington, Kentucky is seeking Front Desk Agents to greet guests, register them, and provide outstanding service throughout their stay. Primary duties include handling reservations, hotel operations, and concierge tasks while maximizing guest satisfaction and occupancy.

Ideal candidates will have a high school diploma or equivalent, hotel experience if possible, and strong communication and multitasking abilities to support a smooth guest journey and accurate check-out

Qualifications

• High School diploma or equivalent required; college coursework helpful.
• Experience in a hotel or related field preferred.
• Must convey information clearly and maintain a positive, upbeat attitude.

Responsibilities

• Greet and register guests with a friendly, service-oriented approach.
• Handle check-ins and check-outs efficiently and courteously.
• Maintain front desk operations and answer guest inquiries about services.
• Operate the front desk computer system and telephone switchboard.

Skills

Customer service

Communication

Teamwork

Attention to detail

Multitasking

Numerical literacy

Microsoft Office

Education

High School diploma or equivalent

Experience in hotel industry

College coursework helpful

Job 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.

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

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

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