Guest Services Representative

1 week ago

Minneapolis, Minnesota, United States Marriott Minneapolis NW Full time

Position Overview:

The Front Desk Agent plays a crucial role in providing exceptional service to guests at the Minneapolis Marriott Northwest. This position involves welcoming and registering guests, ensuring a seamless check-in and check-out experience, and delivering outstanding customer service throughout their stay. Key responsibilities include managing reservations, performing concierge duties, and maximizing guest satisfaction.

Key Qualifications:

  • High School diploma or equivalent required; coursework in hospitality or related fields is advantageous.
  • Prior experience in hotel operations or a similar environment is preferred.
  • Exhibit a positive demeanor and a commitment to delivering exemplary service to guests.
  • Ability to manage multiple tasks efficiently, with a keen attention to detail.
  • Strong communication skills, with the ability to convey information clearly.
  • Quick decision-making skills, with the ability to evaluate options accurately.
  • Capable of maintaining composure in high-pressure situations.
  • Proficient in problem-solving, with a proactive approach to addressing guest and team member concerns.
  • Effective listening skills to understand and clarify issues raised by guests and colleagues.
  • Basic financial literacy and ability to perform arithmetic operations.
  • Competence in reading, comprehending, and drafting simple instructions and correspondence.
  • Logical thinking skills to analyze problems and interpret information.
  • Familiarity with Microsoft Office applications.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel amenities and guest services.
  • Ability to contribute to a positive work environment.

Primary Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure consistent attendance in line with company policies and scheduling needs.
  • Comply with company standards and regulations to promote safe and efficient operations.
  • Greet and assist all guests at the Front Desk, ensuring a warm and welcoming atmosphere.
  • Oversee the operation of the telephone system, meeting performance standards.
  • Handle inquiries regarding hotel services, facilities, and local attractions.
  • Foster effective communication and teamwork with colleagues across departments.
  • Stay informed about rates, packages, and promotions, as well as in-house events.
  • Accurately gather information for room reservations and adhere to pricing protocols.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as necessary.
  • Facilitate check-ins and check-outs with efficiency and courtesy.
  • Operate the Front Desk computer system proficiently.
  • Manage the logging and delivery of packages and messages for guests.
  • Utilize proper communication etiquette when using two-way radios.
  • Deliver items requested by guests or team members as needed.
  • Maintain an up-to-date knowledge of hotel amenities and local attractions.
  • Perform additional duties as assigned, contributing to a clean and organized work environment.

Company Overview:

The Minneapolis Marriott Northwest is dedicated to providing top-tier service and amenities to our guests. With a focus on creating memorable experiences, our team is passionate about hospitality and committed to excellence.

Benefits:

Full-time employees are eligible for a comprehensive benefits package, including:

  • Daily Pay options available.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Life Insurance and AD&D coverage.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.

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