Guest Services Representative AM

Job Description

Job Description

ENGAGE. EXPLORE. DISCOVER.

ENGAGE our guests from around the world and deliver brilliant service as a Marriott Host.
EXPLORE new places around the globe or at home with Marriott Travel Benefits.
DISCOVER your true potential through an exciting Hospitality Career!

JOB DESCRIPTION

| Position Title: | Guest Services Representative
|

| Department: | Front Office

| Reports to: | Front Office Manager, Asst. Front Office Manager

| Status: | Hourly Non-Exempt

 

Summary of Position

Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott standards of aggressive hospitality and adhering to guidelines and procedures. First shift may vary the work hours between 6:45 am to 5:00 pm. You MUST be available during these hours to qualify for this first shift position.

Duties & Responsibilities

• Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to standard.
• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Conform to cash handling procedures at all times.
• Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
• Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
• Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
• Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
• Check in all guests according to the First Ten (Phase Eleven) Program.
• Follow all cash handling and banking procedures to check out all customers efficiently.
• Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
• Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA.
• Perform guest registration and room assignment and accommodate special requests of all customers.
• Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveler programs.
• Know how to follow all hospitality guidelines.
• Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings).  Know how to handle safe deposit boxes.
• Handle mail and messages properly and on a confidential basis.
• Know how to handle safe deposit boxes.
• Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning.  Keep computer equipment clean at all times.
• Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures.
• Assist fellow associates in their jobs to ensure that all jobs are done on time.
• Have knowledge about all emergency procedures and know how to act on them.
• Be flexible in regard to work schedule.
• Use your PMS password with discretion; log off the terminal when leaving the area.
• Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
• Ensure proper credit when checking out guests and provide the guests with a 0 balance invoice.
• Handle late charges according to the procedure.
• Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing and enter the drop in the system.
• Manager will always verify the shift closing and enter the drop in the system.
• When leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured.
• Report any unusual occurrences or requests to the manager.
• At all times strive to represent Marriott in the most professional manner.
• Be disciplined at all times, stand alert and tall at the front desk, greet guests  immediately and offer assistance before the Guest needs to ask. Focus your total attention to the customers.
• Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.
• Any additional tasks assigned by management to better hotel operations. 

 

Essential Functions

• Ability to verbally communicate effectively with guests and co-workers.
• Prolonged periods of standing and/or walking.
• Ability to visually check work, work area, and hotel space.
• Minimum lifting of 30 pounds.

 

Other Requirements

• Knowledge of English and local language
• Ability to deal with the public in a professional and courteous manner
• Ability to communicate with all managers, supervisors and fellow associates
• Ability to handle conflict situations in a professional manner
• Be well groomed and conform to the hotel’s dress code