Front Desk Representative
4 weeks ago
Job Summary
The Front Desk Agent is responsible for providing exceptional first impressions to our guests and demonstrating a natural passion for delivering flawless service. This role requires the ability to problem-solve and be comfortable multi-tasking on a terminal while conducting guest registrations and departures. The ideal candidate will maintain the highest standards and expectations upheld by the Residence Inn by Marriott brand standard.
Key Responsibilities
Welcome and register guests into the hotel, fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures, using standards of service.
Use the computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.
Check guests out of the hotel in accordance with procedures; make change, and post charges to guest accounts, using standards of service.
Promote Turnberry Hospitality and brand-specific marketing programs.
Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests, including Marriott Bonvoy members, through attention to detail and loyalty recognition.
Ensure Bonvoy members and VIP Guests are recognized, with loyalty program in place.
Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy.
Quote and be familiar with room and rate availability for current and future dates.
Accept reservations, changes, and cancellations, as needed.
Work closely with the housekeeping and engineering staff to coordinate the efficient handling of guest requests, room availability, and guest luggage.
Follow up on guest requests. Handle and resolve guest problems or complaints, using standards of service.
Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests, and conduct proper follow-up.
Keep all support departments informed of necessary information or requests.
Answer phones according to service standards and within 3 rings.
Complete key packets.
Reconcile transactions at the close of the shift and cash out.
Have thorough knowledge of hotel facilities, hours of operation, and special service codes.
Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk.
Handle hotel emergency procedures and situations with maturity and professionalism.
Perform additional duties and projects as assigned.
Always maintain professionalism, demonstrating courtesy and respect to guests and co-workers.
Ability to learn and interpret such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to constantly communicate effectively with guests and co-workers; respond to guest requests.
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