Front Desk Agent

Additional Information: This hotel is owned and operated by an independent franchisee, Scenic Capital Advisors . The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Summary:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquires regarding reservations, hotel information, directions, local attractions, and guest concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following (other duties may be assigned):

• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to ensure guest satisfaction in the rooms requested.

• Perform guest departure (check-out) on a daily basis by following computer procedures in order to close guest accounts and ensure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check-out.

• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

• Answers inquires and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

• Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.

• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake-up calls and setting trace requests to provide guests with timely and efficient service.

• Controls cash transactions at the front desk and maintains complete responsibility for transactions during the shift.

• Maintains a friendly, cheerful and courteous demeanor at all times.

• Performs the shift check list to ensure accuracy of all aspects of the shift.

• Process all guest mail, messages and faxes by receiving, sorting notifying and distributing to mailboxes and to guests in order to ensure the information is received in a timely manner.

• Maintains the front desk log book to enhance the department communication, and communicates any problems to the next shift coming in and the supervisor.

• Serves as a cashier and attendant for gift shop as needed

• Cross train as AYS operator.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

• High school diploma or GED. At least 3 to 5 years of maintenance experience required.

LANGUAGE SKILLS

• Must be able to communicate clearly with guests, customers, supervisors and fellow associates.

MATHEMATICAL SKILLS

• Must be able to calculate amounts and apply basic addition, subtraction and multiplication.

REASONING ABILITY

• Must be able to analyze invoice data to make appropriate judgments regarding maintenance duties.

CERTIFICATES, LICENSES, REGISTRATIONS

• Certificates or equivalent in electrical, heating/air conditioning, HVAC-R, carpentry, plumbing, refrigerant recovery/handling preferred. C.F.C. Certificate preferred.

PHYSICAL DEMANDS

• Practice written safety standards and rules at all times. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate must be able to lift/push/pull 50 pounds. Job frequently requires walking, sitting, kneeling, crouching, and standing. Frequently requires reaching, grabbing, pulling, and grasping.

HOURS

• Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, any associate may be required to work rotating shifts, including weekends and night shifts.

Medical, Dental, Vision, paid Holiday and Vacation.

This company is an equal opportunity employer.

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