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Front Desk Agent
2 months ago
As a Front Desk Agent, you are responsible for participating in all aspects of the front desk operations and providing excellent customer service. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will work with the front desk team. You must ensure you maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.
Responsibilities:
- Prioritize and accurately complete essential functions, including but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up.
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
- Ensure all Brand and service standards are met and adhered to. Remain calm and alert, resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model.
- Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Complete all assigned checklists and shift reports accurately.
- Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
- Monitor guest accounts and room inventory. Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
- Be educated and familiar with local and area recreational, dining, and cultural activities and attractions. Provide recommendations to guests,
- Be aligned with the culture, values, goals and human resource programs of the Marriott Brand.
- Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture.
- Be proficient using Property Management Systems (FOSSE) and other pertinent software as assigned (MGS & GXP).
- Stock, maintain, clean, and complete transactions at Lobby Market retail shop.
- Follow all best practices, policies and procedures for Front Desk team.
- Maintain a clean, neat and organized workstation and lobby area.
- Follow safety and emergency guidelines, policies and procedures.
- Maintain house bank and operate cash register without error.
- Complete miscellaneous tasks as assigned, assist in other departments when needed.
Requirements
- Minimum of one-year front desk experience, preferable with FOSSE and Marriott systems.
- Strong background of customer service experience.
- Possess excellent computer, verbal and written communication skills.
- Proven track record resolving guest problems and expediting solutions
- Understand daily hotel operations and systems.
- Must read, write and speak the English language effectively. Bi-lingual Spanish preferred.
- Flexible schedule during high business volume including weekends, evenings, and holidays.
- Possess complex math skills.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Ability to work independently, with little to no supervision, use time efficiently and multi-task
NOTICE:
Standing, bending, stooping, and lifting weights up to and including 20 lbs. may be required.
The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Marriott Employee Discounts
- Training & Development
- Wellness Resources
