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Guest Services Representative

2 months ago

Minneapolis, Minnesota, United States Marriott Minneapolis NW Full time

Position Overview:

The Front Desk Agent plays a crucial role in ensuring a warm welcome and seamless registration process for guests. This position is essential in delivering exceptional customer service throughout the guest's stay and managing the settlement of their accounts upon departure. Key duties include guest registration, reservation management, and fulfilling concierge responsibilities while maximizing room occupancy and revenue.

Key Qualifications:

  • High School diploma or equivalent; relevant college coursework is advantageous.
  • Prior experience in hospitality or a related field is preferred.
  • Possess a cheerful and enthusiastic demeanor with a commitment to providing outstanding service.
  • Ability to manage multiple tasks efficiently, with a keen attention to detail and problem-solving skills.
  • Excellent communication skills to convey information clearly and effectively.
  • Quick decision-making abilities to evaluate and choose the best course of action.
  • Capability to perform well under pressure in a fast-paced environment.
  • Proficient in identifying, preventing, and resolving workplace issues.
  • Strong listening skills to understand and address concerns raised by guests and colleagues.
  • Basic financial literacy and arithmetic skills.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Logical reasoning skills to analyze problems and gather relevant information.
  • Familiarity with Microsoft Office applications.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and guest amenities.
  • Ability to contribute to a positive work environment.

Primary Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure consistent attendance in line with company policies and scheduling needs.
  • Adhere to all company policies and regulations to promote safe and efficient operations.
  • Greet and assist all guests at the Front Desk, ensuring a welcoming atmosphere.
  • Manage telephone operations effectively, meeting performance standards.
  • Handle inquiries, mail, and messages courteously and efficiently.
  • Provide information about hotel services, facilities, and local attractions.
  • Foster good communication and teamwork with colleagues across departments.
  • Stay informed about rates, packages, and special promotions.
  • Gather necessary information for room reservations and follow established procedures.
  • Understand and comply with hotel policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Process check-ins and check-outs in a friendly and efficient manner.
  • Operate the Front Desk computer system proficiently.
  • Ensure timely logging and delivery of packages and messages to guests.
  • Utilize proper communication etiquette when interacting with team members.
  • Deliver requested items to guests as needed.
  • Maintain knowledge of hotel amenities and local events.
  • Perform additional duties as assigned, contributing to a clean and organized work environment.

About the Property:

The Minneapolis Marriott Northwest All-Suite hotel has undergone recent renovations, offering first-class service and amenities, including a restaurant, café, indoor heated pool, and a well-equipped fitness center. The hotel features a comprehensive Conference and Event center with versatile spaces and professional planning services.

Company Overview:

As a leader in third-party hotel management, our portfolio includes over 1,550 hotels across various brands and locations. Our team is dedicated to providing exceptional service and achieving outstanding results in a culture that inspires excellence.

Benefits:

Full-time employees are eligible for a competitive benefits package, including:

  • Daily Pay options available.
  • Medical, Dental, and Vision coverage.
  • Short-Term and Long-Term Disability Insurance.
  • Life Insurance and AD&D coverage.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.