Guest Services Representative

2 weeks ago


Birmingham, Alabama, United States Courtyard by Marriott Birmingham Downtown at UAB Full time

Company Overview:
At Courtyard by Marriott Birmingham Downtown at UAB, we prioritize our team members. Our commitment to a supportive and inclusive workplace fosters diversity, growth, and well-being. We offer a comprehensive range of employee benefits, including health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs and discounts. We are dedicated to providing ongoing training and development opportunities to help our staff enhance their skills and advance their careers.

Position Summary:
The Front Desk Agent is responsible for welcoming and registering guests, ensuring prompt and courteous service, and managing guest accounts during their stay.

  • Welcome guests with a friendly demeanor, utilizing a positive tone and attentive listening skills to address requests and provide accurate information about hotel amenities and local attractions.
  • Facilitate the registration process by entering and retrieving information from the computer system, confirming guest details, and promoting hotel services. Assign rooms based on guest preferences and provide welcome materials as necessary.
  • Process payments, including credit card verification and cash handling, while maintaining an accurate house bank and performing arithmetic calculations as needed.
  • Answer phone calls promptly, taking messages and relaying information to guests efficiently.
  • Handle guest check-outs, ensuring satisfaction and addressing any concerns that may arise during their stay.
  • Maintain composure during busy periods and emergencies, effectively resolving issues such as room changes or billing discrepancies.
  • Address guest complaints with thorough research and effective solutions, ensuring a positive resolution and maintaining guest satisfaction.

Job Requirements:

  • Basic math skills and proficiency with calculators for accurate calculations.
  • Strong interpersonal skills to effectively communicate with guests and colleagues, demonstrating patience and diplomacy.
  • Ability to stand and move throughout the front office while performing essential job functions.
  • Proficient in English, both written and verbal.
  • Familiarity with computer systems for information input and retrieval.
  • Ability to observe and respond to emergency situations.
  • Experience with hotel management systems is advantageous but not mandatory.

Qualifications:

  • High school diploma preferred.
  • No prior experience required; hospitality experience is a plus.
  • No special licenses required, but candidates must meet bonding standards.
  • All employees must maintain a neat and professional appearance.
  • Additional language skills are preferred.


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