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Guest Services Representative

2 months 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 by managing their check-in and check-out processes while addressing any inquiries or issues they may encounter.

Key Responsibilities:
  • Facilitates guest check-in and check-out efficiently and courteously.
  • Adheres to all cash handling and credit policies to ensure accurate transaction processing and guest billing.
  • Delivers messages, mail, and packages to guests promptly.
  • Welcomes guests upon arrival and guides them to their desired locations.
  • Operates front desk technology, including switchboards and property management systems, while ensuring accessibility for all guests.
  • Maintains open communication with all hotel departments.
  • Completes required shift documentation accurately, including logs and reports.
  • Finalizes guest accounts during check-out and ensures their satisfaction.
  • Investigates and resolves guest complaints within established protocols.
  • Assists in maintaining cleanliness in the lobby and overseeing the breakfast area.
  • Achieves performance metrics through regular assessments and feedback.
  • Generates potential sales leads through online research weekly.
  • Participates in coaching sessions as necessary.
  • Manages inventory for the Suite Shop/Market.
  • Performs additional tasks as assigned.
Required Skills:
  • Customer Service - Effectively handles challenging situations with clients and colleagues; responds to needs promptly; seeks feedback to enhance service quality.
  • Safety Awareness - Maintains a safe work environment by keeping areas clear of hazards and ensuring safety equipment is functional.
  • Communication Skills - Proficient in reading, analyzing, and interpreting documents; communicates effectively with various stakeholders.
  • Problem-Solving - Identifies issues and develops solutions in a timely manner.
  • Professionalism - Interacts with others respectfully and maintains composure 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 email platforms. Familiarity with website management is advantageous. Ability to operate standard office equipment is required.

Physical Requirements:

The role requires regular communication and frequent standing, walking, and manual dexterity. Occasional lifting of items up to 30 pounds may be necessary. Specific vision capabilities include close and distance vision, as well as the ability to adjust focus.