Guest Service Agent II- Marriott Virginia Beach Oceanfront

Front Desk Clerk

Proudly representing the hotel or resort from arrival to departure in this key position to create the check-in and check-out guest experience and respond to inquiries in a seamless, efficient, courteous, and professional manner to achieve maximum customer satisfaction.

Responsibilities

• Handle guest registration process in an efficient and friendly manner to include check-ins/check-outs in accordance with Gold Key|PHR standards/hotel credit/cash handling policies. Follow PCI compliance procedures when communicating with guests during registration.

• Make and inventory guest room keys according to policy and request re-keying as necessary.

• Be a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests.

• Ensure guest satisfaction through best communication practices by taking accurate guest requests, answering all inquiries in connection with hotel services, placing timely work orders and prompt response calls.

• Update pass down and communication logs to verify requests received are completed and satisfied.

• Successfully complete other assigned duties.

• Navigate the property management system and reservation platforms quickly and efficiently (to include Expedia, Booking.com)

• Present opportunities to upgrade room nights.

• Be knowledgeable of the property or complex to answer basic guest questions to include room types, property amenities, outlet themes, menus and hours and answers to commonly asked questions.

• Verify ID and confirmation number and credit card to ensure accuracy of name, type of payment, rate, market segment.

Qualifications

Type: Qualification

Experience: High school diploma or equivalent required. Six months experience as a front desk clerk or 1 year experience in a customer service setting preferred.

Skill: Ability to communicate in English. Second language desirable.

Skill: Ability to handle cash and credit transactions.

Skill: Ability to provide exceptional guest service. Interacts well with people face to face as well as over the phone.

Skill: Ability to multitask.

Skill: Type a minimum of 35 WPM. Data entry experience preferred. Passes computer proficiency.