Guest Services Representative

1 week ago

Lockport, New York, United States Fairfield Inn by Marriott ColumbusNew Albany, OH Full time
Job Title: Front Desk Associate

Reports To: Assistant General Manager

FLSA Status: Non-Exempt

Overview: The Front Desk Associate plays a crucial role in providing exceptional service to guests during their stay. This position involves managing the check-in and check-out processes while addressing any inquiries or concerns from guests or visitors.

Key Responsibilities:
  • Facilitates guest check-in and check-out efficiently and courteously.
  • Adheres to all cash handling, check, and credit policies to ensure accurate transaction processing and guest billing.
  • Delivers messages, mail, and packages to guests promptly.
  • Welcomes guests upon arrival and directs them to their destinations within the hotel.
  • Utilizes front desk technology, including switchboards and property management systems, while ensuring accessibility for all guests.
  • Maintains open communication with all hotel departments.
  • Completes necessary shift documentation, ensuring accuracy in logs and reports.
  • Finalizes guest accounts upon check-out and ensures overall satisfaction.
  • Investigates and resolves guest complaints in accordance with established procedures.
  • Assists in maintaining a clean and welcoming lobby area and oversees the breakfast bar.
  • Achieves a minimum score of 6 on two test calls per quarter if evaluated.
  • Generates potential sales leads through online research weekly.
  • Participates in coaching sessions as required.
  • Manages inventory for the Suite Shop/Market.
  • Performs additional duties as assigned.
Required Skills:
  • Customer Service: Effectively manages challenging situations with clients and colleagues; responds promptly to needs and feedback.
  • Safety Awareness: Maintains a safe work environment, ensuring all safety protocols are followed.
  • Communication Skills: Capable of reading, analyzing, and interpreting various documents; communicates effectively with supervisors, clients, and team members.
  • Problem-Solving: Identifies issues and develops solutions in a timely manner.
  • Professionalism: Exhibits a tactful approach in all interactions; remains composed under pressure.
  • Time Management: Prioritizes tasks effectively and utilizes time efficiently.
Qualifications:

Education and Experience: High School Diploma or equivalent preferred.

Technical Skills: Proficient in general computer applications including Excel, Word, and Outlook. Familiarity with website management is a plus. Ability to operate standard office equipment is required.

Physical Requirements:

This role requires regular communication and frequent standing, walking, and use of hands. Occasional sitting, stooping, kneeling, or crawling may be necessary. The ability to lift and/or move up to 30 pounds is required. Vision capabilities include close and distance vision, color perception, and depth perception.

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