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Careers at Courtyard by Marriott Hampton Coliseum Central

About Us:

Exceptional Talent + Premier Hospitality

We adopt a proactive, hands-on approach to hotel management. Our team is composed of individuals with extensive expertise in all facets of hospitality management.

Our company culture emphasizes relationships and prioritizes teamwork. We value professionalism, integrity, and honesty as we strive to deliver exceptional hospitality. We recognize that our associates are key to our guest experience, and we seek top-tier talent to fulfill our mission.

Why You'll Enjoy Working With Us:

The Team. You will collaborate with some of the most skilled and supportive leaders and colleagues in the industry.
Core Values: Teamwork, Accountability, Relationship Focused, Professionalism, Integrity/Honesty.

What We Offer:

Early Access to Earnings

Comprehensive Medical/Dental/Vision coverage, 401K plan, Company-paid short- and long-term disability insurance, Company-paid life insurance, Travel discounts, Performance-based salary increases, Years of Service Awards, Employee Assistance Program, Opportunities for Advancement, Paid holidays, Tuition reimbursement, Referral bonuses, Multiple incentive bonuses, and much more.

Your Impact/Key Responsibilities:

POSITION SUMMARY: This role involves significant guest interaction and serves as the initial point of contact for all guests. The Front Desk Agent is tasked with assisting guests during check-in and check-out, managing incoming phone calls, and addressing special requests for services or information in accordance with established policies and procedures. It is essential to maintain positive guest relations at all times and work towards resolving guest challenges to ensure satisfaction.

This industry operates seven (7) days a week, twenty-four (24) hours a day. Regular attendance in line with company standards is crucial for success in this role.

Qualifications for Success/Core Competencies:

EDUCATION & EXPERIENCE:

• High School Diploma or General Education Degree (GED) or equivalent work experience.
• Proficient computer skills; familiarity with Microsoft Office is preferred.
• Experience with hotel property management systems is advantageous.
• 1-2 years of experience in a Guest Service Agent role is preferred.
• Prior cash handling experience is beneficial.
• Strong command of the English language.
• Excellent written and verbal communication skills.
• Ability to lift and transport at least 25 pounds.
• Capable of pushing/pulling carts and equipment weighing up to 100 pounds.
• Ability to perform various physical movements throughout the work environment.
• Must be able to stand and maintain mobility for up to 8 hours. Willingness to work a flexible schedule that includes nights, weekends, and holidays is required.
• Deliver outstanding customer service while maintaining a professional demeanor.
• Familiarity with the local area is a plus.
• Ability to engage in suggestive selling.

Responsibilities:

• Adhere to proper uniform standards, including nametag.
• Maintain positive guest relations at all times and work to resolve complaints, ensuring guest satisfaction.
• Communicate effectively with guests and team members.
• Stay informed about all hotel features/services, hours of operation, room rates, special packages, daily house count, expected arrivals/departures, and scheduled group activities.
• Be knowledgeable about local attractions/activities to accurately respond to guest inquiries.
• Understand the correct maintenance and use of equipment; utilize equipment only as intended.
• Answer phone calls within three rings, using appropriate greeting and telephone etiquette.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Verify guest information upon arrival and departure.
• Communicate relevant guest information to designated departments (e.g., special requests, amenity delivery).
• Maintain and secure a cash bank to perform job functions.
• Obtain payment method from guests (credit or cash).
• Resolve discrepancies on the room status report with Housekeeping.
• Process all payments according to established hotel protocols and cash handling procedures.
• Maintain guest information and hotel occupancy status using hotel operating systems.
• Ensure guest confidentiality at all times.
• Assist in managing emergencies to protect guests and associates and preserve the building and its systems during such events. Act swiftly and responsibly to restore normal operations.
• Comply with all departmental, hotel, and brand standards, policies, and procedures.

This job description is intended to provide a general overview of the expectations for the position and is not a comprehensive list of all duties, requirements, and responsibilities.

Work Environment: The work environment includes the front office and all areas of the hotel. The role involves working under varying temperature conditions and noise levels.

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