Front Desk Agent

POSITION PURPOSE:

Create and maintain a guest-driven hotel that exceeds guest expectations at the Front Desk. Greets and registers guest, provide prompt and courteous service, and closes out guest accounts upon completion of stay to meet Marriott’s high standards of quality. Remain active in the daily operations of front desk to ensure 100% customer satisfaction.

ESSENTIAL FUNCTIONS:

• While standing, make eye contact and greet guests immediately with a friendly and sincere welcome using the 15-5 Rule. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as directions to company offices and local attractions. Be familiar with events taking place in area.
• Promptly complete the registration process by inputting and retrieving information from computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs and code electronic keys. Nonverbally confirm the room number and rate. Provide check in folders containing room keys. Close out guest accounts at time of check out. Use standards for check-ins and check-outs.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Keep record of all the vouchers received at the front desk. Post charges to guest room accounts. Perform bucket check every shift to verify payment type, correct demographic information, and room rate.
• Promptly answer the telephone using positive and clear English language. Take reservations. Retrieve mail, small packages and faxes for guests as requested. Ensure the voice message is left for the guests about the mail.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise and authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Complete daily shift checklist and other duties assigned by the supervisor.
• Have working knowledge of reservations and procedures. Take reservations on the phone. Know cancellation and walk procedures.
• Communicate with Housekeeping and Maintenance department to follow up on guest requests.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Develop a thorough knowledge of room locations, types of rooms and room selling strategies. Know Marriott Rewards program and its benefits.

OTHER:

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all team members are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities. Team members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position maybe required to perform additional functions as determined by the supervisor based upon particular requirements of the hotel.

Prepare daily arrivals with special requests, pre-assign rooms for VIP guests and advise Housekeeping accordingly.

Operate fax machine to send, receive, and log incoming transmissions. Notify guests using the voice mail. Ensure any leftover fax must be delivered to the room by 10pm on daily basis.

Provide safety deposit boxes for guests and file access slips in box order.

Use the photocopier to make copies of items as required.

May need to work in any other department in case the need arises.

Other duties as assigned by the supervisor such as assisting other departments or being Person in Charge, etc.

May be asked to serve on safety committee and other committees as required.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge skills and abilities and be able to explain and demonstrate the ability to perform the essential functions of the job with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to read, write and speak the English language fluently.
• Ability to stand for long periods of time, up to 8 hours with two 15 minute breaks and a 30 minute meal period, walk, bend, stoop, reach arms overhead and continuously perform behind the front desk.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to access and accurately input information using a moderately complex computer system.
• Knowledge of hotel operations, including security, and safety programs, reporting repairs, maintenance through use of GXP.
• Knowledge of PMS
• Protect employer’s privacy and data; keep passwords safe.

QUALIFICATION STANDARDS:

EDUCATION: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE: No prior experience required. Prior hospitality experience preferred.

LICENSES OR CERTIFICATES: No special licenses required. Individuals are required to meet the minimum bonding standards.

GROOMING: All team members must maintain a neat, clean and well-groomed appearance (as outlined in the Employee handbook).

OTHER: Applicants with additional language skills preferred.