Front Office Operator

4 months ago

Darien, United States Marriott Chicago Naperville Full time
Job DescriptionJob Description

JOB DESCRIPTION – FRONT OFFICE OPERATOR

PURPOSE AND PERFORMANCE GOALS

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquires regarding reservations, hotel information, directions, local attractions, and guest concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following (other duties may be assigned):

  • Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guest satisfaction in the rooms requested.
  • Answers all incoming internal and external phone calls for the entire hotel property.
  • Takes all room service orders promptly and efficiently for in house guests.
  • Handles all incoming computer chats for in house and upcoming guests.
  • Answers inquires and accepts reservations, by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
  • Operates the internal radio system in order to communicate issues with urgency and efficiency.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Performs the shift check list to insure accuracy of all aspects of the shift.
  • Understand standard front desk check in and check out procedures.
  • Have a true understanding of all hotel operations including hours, pricing, and local information in order to answer the phone with the utmost knowledge.

SUPERVISORY RESPONSIBILITIES – Not applicable

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High school diploma or GED. One-year front desk or two years customer service experience; or an equivalent combination of education and experience preferred.

LANGUAGE SKILLS

Must be able to communicate clearly with guests, customers, supervisors, and fellow employees.

MATHEMATICAL SKILLS

Must be able to calculate amounts and apply basic addition, subtraction and multiplication.

REASONING ABILITY

Must be able to analyze routine data to make appropriate judgments regarding the process of guests checking in/out of the hotel.

CERTIFICATES, LICENSES, REGISTRATIONS

BASSET – Beverage Alcohol Seller and Server certificate

PHYSICAL DEMANDS

Practice written safety standards and rules at all times. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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