Marriott Front Desk Agent

Profile

Description:
Front Desk Agent
Reports to: Hotel Manager/ Assistant Hotel Manager/ Operations Manager/ Front Desk Supervisor
What We re Looking For:
A warm, people-oriented demeanor
A team-first attitude
A gift for paying attention to the smallest details.
Position Summary:
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency reports to have a record of all guests in case of emergency. Identify and explain room features to guests; Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Review shift logs/daily memo books and document pertinent information in logbooks. Receive, record, and relay messages accurately, completely, and legibly. Notify Loss Prevention/Security of any guest reports of theft. Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Assist guests with accessing the internet. Follow all company and safety and security policies and procedures, report accidents, injuries, and unsafe work conditions to manager. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Enter and locate work-related information using computers and/or point of sale systems. Stand, sit, or walk for an extended period or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Responsibilities:
Guests are greeted and welcomed upon arrival.
Guests are handled both courteously and professionally. If applicable, acknowledge reward memberships. Welcome and farewell procedures are completed with every guest. Verification of proper identification, input of personal information, and credit are established. Accurate posting of charges and payments. Components of rate schedules and packages are delivered.
Review current days arrival reports. Check all special request reservations to ensure that the room is blocked per request, VIPs identified, billing is set up correctly, deposits are taken, and other departments are notified of room assignment.
Attend all scheduled training, departmental and hotel meetings.
Ensure awareness of special promotions, daily activities, arriving VIPs, Group/Conferences in house, special requests, and scheduled shuttles.
Practice safe work habits and ensure safe work practices to avoid injury to self and others.
Ensure all privacy and security protocols are followed as well as departmental and company procedures.
Answer all calls by three rings and correctly transfer all calls to appropriate departments.
Confer and cooperate with other departments to ensure coordination of guest needs. Logging of all guest requests and room defects in the appropriate system. Follow up with guest on after the completion of requests and repairing of any defects to ensure resolution to their satisfaction.
Answer s inquiries pertaining to hotel policies, services, registration, shopping, dining, entertainment, and travel directions.
Knowledgeable of all special hotel accommodation promotions and packages for all hotel outlets.
Recognition of repeat guests and familiarization of corporate accounts.
Correctly handling cash transactions and balancing a cash drawer to the given amount.
Maintain lobby cleanliness and organization.
Accept payment for guest s accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate reports of receipts daily. Cash checks and exchange currency for guests.
Maintain an extensive knowledge of the hotel, its services, and facilities. Along with a general knowledge of the city where the hotel is located and its attractions.
Assist in booking reservations.
Assist with handling mail, packages, facsimiles, and guest items.
Requirements:
High school diploma or relevant qualification.
Excellent Customer Service
Flexible schedule
Job Type:
Full-time / Part-time
Experience:
Front Desk: 1 year
Marriott experience preferred
Education:
High school diploma or general education degree or equivalent combination of education and experience preferred.
Schedule:
Weekends required.
Holidays required.
Monday to Friday
Weekends required.
Holidays required.
Day shift
Night shift
8-hour shift
On call
Job Type: Full-time
Pay: $12.00 per hour
Benefits:
Employee discount
Schedule:
8 hour shift
Day shift
Holidays
Monday to Friday
Night shift
Weekend availability
Education:
High school or equivalent (Preferred)
Work Location: One location

Company info

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