Front Desk Associate

2 weeks ago

Woburn, United States Fairfield Inn by Marriott Full time

BASIC PURPOSE:
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum guest satisfaction while complying with all standards and procedures.

The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

ESSENTIAL FUNCTIONS _Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. _
- Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
- Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
- Liase with Housekeeping and Maintenance teams to ensure all rooms are clean and furnished to accommodate guests’ needs.
- Maintain good working relationships and open lines of communication with all other departments.
- Answer the telephone and transfer callers. Answer inquiries about hotel services, in-house events/amenities, directions, local attractions, etc. Assist guests with transportation arrangement needs.
- If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
- Manage online and telephone reservations. Take same day and future reservations. Cancel room reservations according to policies and procedures.
- Pre-register, block reservations and, fold/stuff key packets as appropriate,
- Handle and resolve guest complaints. Report all instances of guest dissatisfaction to management for follow-up.
- Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
- Take and place wake-up calls, as needed.
- Run, distribute and file required daily reports as directed.
- On time and at work when scheduled and in proper uniform.
- Attend department meetings as scheduled.
- Consistent professional and positive attitude and actions when communicating with guests and associates.
- Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.
- Perform special projects and other responsibilities as assigned.
- Any other duties / tasks as requested by management.
- POSITION ID: FDA-01 _

HOURS:

- The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift _
- days, starting and ending times, and hours worked in a week. _

QUALIFICATIONS
- The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below. _

EDUCATION AND EXPERIENCE:
High school education or equivalent experience. Hotel front desk and customer service familiarity with hospitality industry practices preferred.

SKILLS AND ABILITIES:
Ability to complete Front Desk Agent duties and process night audit in compliance with Company policies and procedures. Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures.

Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient.

Strong English communication skills are required, the ability to speak, listen, write and identify distress signs. Ability to operate a computer, calculator, phone and other office equipment. Ability to satisfy the legal requirements for employment within the jurisdiction. All applicants being offered a position will be asked to authorize a background check in which results must return favorably to proceed with the hiring process.

WOR

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