Front Desk Representative

4 days ago

Greenville, South Carolina, United States Marriott Greenville Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Marriott Greenville. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a smooth and enjoyable stay.

Key Responsibilities
  • Guest Service: Greet guests in a friendly and professional manner, maintain eye contact, and use a positive and clear speaking voice to ensure a warm and welcoming experience.
  • Front Office Operations: Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same.
  • Cash Handling: Maintain and provide accurate information on and promote hotel facilities, maintain cash bank per accounting guidelines, and comply with all accounting procedures.
  • Communication: Maintain effective communication within Front Office and related departments, and with all hotel departments, stay aware of issues relating to front office and general hotel operations, and attend meetings as scheduled.
  • Safety and Security: Adhere to safety, security, and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards.
  • Technology: Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
  • Registration and Check-Out: Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment, and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate, and coupons as appropriate, close out guest accounts at time of check-out, properly file and retrieve registration cards.
  • Payment Processing: Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance assigned cash bank, accept and record vouchers, traveler's check, and other forms of payment, post charges to guest rooms and house accounts using the computer, process payments per established procedures.
  • Additional Responsibilities: Provide safety deposit boxes to guests in accordance with established hotel procedures, promptly answer the telephone using positive and pleasant tone of voice and following the established verbiage, input messages into the computer, retrieve messages and communicate the content of messages to guests, retrieve and send mail, small packages, and facsimiles for guests, listen to and promptly act to resolve guest problems and complaints, authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy, apprise management of all guest complaints/problems, including those that have been resolved.
Requirements
  • Education: High school diploma or general education degree or equivalent combination of education and experience preferred.
  • Experience: Previous experience in a front desk or customer service role preferred.
  • Skills: Ability to speak effectively with customers and/or associates, ability to write clearly and legibly, able to perform basic math problems, ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem-solving.

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