Front Desk Representative

3 weeks ago


Pleasanton, California, United States Pleasanton Marriott Full time

About Us: At Pleasanton Marriott, we prioritize our employees and strive to create a supportive and inclusive work environment that fosters growth, development, and well-being. Our commitment to a People First culture is reflected in our approach to employee development, benefits, and relationships. We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, we provide ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Location Description: At the Pleasanton Marriott, we pride ourselves on being a top employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match, and our lucrative bonus programs, to name a few. We are looking for talented individuals who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest.

Overview: Join our team at the newly renovated Pleasanton Marriott, located in the heart of the Silicon Valley. We are currently seeking service-oriented individuals with a can-do attitude and a passion for excellence to join our team. At the Pleasanton Marriott, we embrace our employees through an employee-first culture of care, providing them with respect, support, and rewards.

Benefits: We offer our employees the following benefits:

  • Quarterly bonus opportunities
  • Free parking
  • Free employee meal program
  • Hotel room discounts with the Marriott brand as well as Benchmark Pyramid hotel properties
  • 401K with employer match

Additional Benefits: For our full-time employees, we offer:

  • Comprehensive employee benefit/insurance programs
  • Company-paid life and AD&D insurance
  • Tuition reimbursement
  • Paid Time Off with unlimited PTO rollover and PTO cash out options
  • 7 Paid Holidays

Qualifications: The Front Desk Agent will:

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, 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. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • 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. Take ownership of guests' challenges and follow through to ensure guest satisfaction.


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