Front Desk Agent

At the Marriott Owings Mills Metro Centre, a AAA 4 Diamond Award winner in its first year, we deliver outstanding guest service and financial profitability in an elite Baltimore hotel.

About the role

A Guest Services Agent is responsible for greeting and registering guests, checking guests out, and ensuring a high standard of guest service.

Responsibilities

• Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest details and room rates, selecting rooms, coding electronic keys, promoting marketing programs, and providing welcome packets.
• Assist guests with check-out, ensuring rooms and services are correctly accounted for, using the point-of-sale system, handling money, processing credit and debit cards, accepting various forms of payment, converting foreign currency, making change, and processing gift certificates and cards.
• Demonstrate thorough knowledge of hotel information, including room categories, rates, packages, promotions, local area details, and general product knowledge to answer guest questions.
• Use up-selling techniques to promote hotel services and facilities, maximizing room occupancy.
• Respond to guest inquiries, requests, and complaints, resolving issues in a timely, friendly, and efficient manner.
• Field guest complaints, conduct research, resolve issues, and negotiate solutions for guest satisfaction.
• Receive, input, retrieve, and relay messages to guests.