Front Desk Representative

2 days ago

San Antonio, Texas, United States San Antonio Marriott Northwest Full time
About Us

Welcome to the San Antonio Marriott Northwest, a premier destination located in the heart of San Antonio, Texas. Our hotel offers 297 comfortable guest rooms and an expansive 11,417 sq ft of meeting space. We are part of the Pyramid Global Hospitality portfolio, a company that values its employees and is committed to creating exceptional guest experiences.

Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay.

Key Responsibilities
  • Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, and listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate, and promote Hotel's marketing programs.
  • Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank, and accept and record vouchers, travelers checks, and other forms of payment.
  • Promptly answer the telephone using positive and clear English 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 time of check out and ascertain satisfaction, in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • 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.
Requirements
  • Basic mathematical skills and 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, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
  • Ability to stand and move throughout front office and continuously perform essential job functions.
  • Ability to read, listen, and communicate effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Hearing and visual ability to observe and detect signs of emergency situations.
Qualifications
  • High school diploma preferred.
  • No prior experience required, prior hospitality experience preferred.
  • No special licenses required, individuals are required to meet the minimum bonding standards.
  • All employees must maintain a neat, clean, and well-groomed appearance.

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