Front Desk Agent

Job Description

Job Description

Front Desk Agent:

Extend a warm welcome and acknowledge all guests. Provide a five-star welcome and departure experience to each guest during the guest’s stay.

Confirm, process, and conduct all guest check-ins / check-outs, room reservations, requests, changes, and cancellations according to Marble Waters Hotel & Suites Standard Operating Procedures

Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.). Pre-register designated guests and prepare key packets.

Secure payment; verify and adjust billing as needed. Maintain confidentiality of all guests and hotel information.

Run and review daily arrival and departure reports.

Understand and execute all Marble Waters Hotel & Suites accounting standards ensuring accurate settlement of folios, routing of charges and adjustments

Empathetically listen to guest inquiries and provide appropriate responses; accommodate room changes as needed.

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.

Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.

Employ attention to detail in-order to ensure security of guest room access. Notify management / security of any guest reports of theft.

Assist guests with travel, entertainment, or transportation arrangements.

Send and distribute guest reservations and receipts via email.

Assist administration with researching discrepancies with charge backs related to past guest stays.

Maintain complete knowledge at all times, of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.

Ensure personal appearance is clean and professional.

Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards.

Stand, sit, or walk for an extended period.

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 Management.

\nCompany Description

Marble Waters Hotel & Suites, Inc. is an 80 - Bedroom property. We are a part of the Trademark by Wyndham that provide a professional and customer service experience for all guests.

Company Description

Marble Waters Hotel & Suites, Inc. is an 80 - Bedroom property. We are a part of the Trademark by Wyndham that provide a professional and customer service experience for all guests.