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Hotel Front Desk Agent

4 months ago

Frederick, United States SpringHill Suites by Marriott Frederick Full time

**Job Overview**

Greet and register guests, provide prompt and courteous service, and close guest accounts upon completion of the hotel stay to meet Cohenterprises' standards of excellence.

**Essential Job Functions**
- Greet customers with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by imputing and retrieving information from a computer system, confirming pertinent information including the number of guests and room rate. Promote brand marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms using the computer.
- Answer phones in a prompt and courteous manner using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
- Close guest accounts at the time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance.
- Field guest complaints, conducting thorough research to develop the most effective solutions, and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.

**Required Skills and Abilities**
- Must have the ability to communicate in English.
- Maintain a professional appearance and manner at all times.
- The ability to communicate well with guests.
- Must be willing to pitch in and help co-workers with their job duties and be a team player
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tack, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Ability to stand for long periods and move throughout front office and continuously perform essential job functions.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to observe and detect signs of emergency situations.
- Ability to establish and maintain effective working relationships with associates, customers, and patrons.

**Job Types**: Full-time, Part-time

**Benefits**:

- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed

Work setting:

- In-person

**Education**:

- High school or equivalent (required)

**Experience**:

- Guest Service: 1 year (required)

**Language**:

- English (required)

Shift availability:

- Day Shift (required)
- Night Shift (required)

Work Location: In person