Hotel Front Desk Representative

3 weeks ago

Houston, Texas, United States Houston Marriott Westchase Full time
About Us

At Houston Marriott Westchase, we're committed to delivering exceptional guest experiences. Our team is dedicated to creating a supportive and inclusive work environment that fosters growth, development, and wellbeing. We believe in the power of our team members and value, support, and recognize the unique contributions of each individual.

Job Summary

We're seeking an experienced Front Desk Agent to join our team. As a Front Desk Agent, you'll be responsible for delivering excellent service to elevate every aspect of the hotel guest stay from pre-arrival to post-departure. You'll anticipate guest needs to create a personalized and memorable guest experience, following established company best practices and brand standards.

Key Responsibilities
  • Greet, register guests, and assign rooms following established best practices for check-in process.
  • Follow company and brand standards guest service policies and procedures.
  • Continuously stay up to date, in real-time, on room availability and guest upgrade options.
  • Make and confirm guest reservations.
  • Ensure all charges such as room, food, outlet passes, and liquor sales are posted to guest account; computes bill, collect payment, and makes change for requests.
  • Issue room keys, strictly adhering to room key procedures.
  • Maintain knowledge of various room types, amenities, and room rates.
  • Assist AYS operators answering telephone calls when needed.
  • Address guest complaints in a professional manner to resolve problems to their completion; following up with other departments if needed to ensure resolution and post to GXP.
Requirements
  • Thorough understanding of customer service activities and best practices.
  • Strong communication skills, both written and verbal, in the English language.
  • Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
  • Ability to accurately input guest information using a computer and a variety of software applications.
  • Ability to remain in a stationary place for duration of 8-hr shift.
  • Moves throughout front desk check-in/out counter, front desk, and front office areas to check guest in/out, run credit cards, issue room keys, retrieve guest room items/towels, provide amenities, and print guest statements in a timely manner.
  • Positions self to raise, lower, and extend arms to perform essential job functions.
  • Has ability to understand complex issues and learn quickly.
  • Able to identify and respond to safety concerns and emergency situations.
  • Demonstrates a professional appearance.
What We Offer
  • Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
  • Mental wellbeing support for you and your loved ones.
  • 401k after 90 days, with a company match to 6%.
  • Performance-based incentives and bonuses.
  • Generous paid time off.
  • Professional guidance and support.
  • Competitive health, dental, and vision insurance plans.
  • Pet insurance for your furry companions.
  • Skill-enhancing job training.
  • Company-paid and Optional Life and Accidental Insurance.
  • Supplemental Accident, Critical Illness and Hospitalization Plans.
  • Employee Assistance Program (EAP).
  • Health Flexible Spending Account (FSA).

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