Front Desk Agent

Compensation: $26.78 per hour

About the Role

Responsible for processing all guest check-ins/check-outs, confirming reservations, assigning rooms, and issuing and activating room keys. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest.

Responsibilities

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Participate and work with departments in the day-to-day operations of Front Desk, Front Services, Service Express, and Guest Services.
• Adhere to and understand Safety Rules and Regulations.
• Create and ensure a fun-filled and exciting environment where flawless delivery and execution of service excellence is paramount.
• Accurately check-in and check-out each guest.
• Ensure all guest contact is courteous, informative, and thorough.
• Post charges, settle folios for individuals, groups, and due-outs communicated through Housekeeping.
• Receive cash, checks, credit cards, and comps in payment, obtaining proper approval and authorization.
• Maintain an operating bank, render bills, and issue change.
• Ensure timely delivery of all messages, mail, and packages left for guests and departments within the Hotel.
• Control safe deposit transactions.
• Work closely with Department Leaders to ensure complimentary and high-end amenity offerings are provided consistently.
• Resolve guests’ problems/complaints promptly, courteously, and efficiently.
• Maintain knowledge of Hotel, Community, and Special Events to provide superior service.
• Demonstrate a positive and enthusiastic demeanor to guests, both internal and external, at all times.
• Adhere to all regulatory, company, and department policies and procedures.
• Handle guest problems and complaints efficiently.
• Empower employees to provide excellent customer service.
• Display leadership in guest hospitality by exemplifying excellent customer service.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guest needs, respond promptly, and acknowledge all guests, regardless of how busy.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain a working knowledge of all in-house group activities, locations, and times set.
• Use empowerment and detail-oriented problem-solving to deal with internal and external customers.
• Ensure ongoing communication to create awareness of business objectives and expectations.
• Execute brand-required and service programs properly.
• Communicate with key departments (Housekeeping, Engineering, Food & Beverage, Reservations, Sales, and Event Planning) to ensure a luxury 4 Diamond guest experience.
• Respond to all guest requests, problems, and concerns in an attentive, courteous, and efficient manner; follow up to ensure satisfaction.
• Complete all duties and checklists daily and ensure your supervisor checks completion.
• Associate Marriott Rewards account numbers with frequent guests’ accounts and enroll new members.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate all relevant aspects of the Front Desk computer system.
• Complete all other duties assigned.

Requirements

• High School diploma or GED; 1 year of experience in Guest Services, Front Desk, or related professional area.
• 2-year degree from an accredited University in Hotel and Restaurant Management, Hospitality, or Business Administration preferred.
• Experience in the hospitality industry preferred.
• Experience in a 4 Diamond Rated Hotel preferred.
• Opening hotel experience preferred.
• Demonstrated skills in supervising and leading an operations team to revenue goal achievement.
• Experience in elevated guest service (4-5 Diamond, 4-5 Stars) highly preferred.
• Degree in Hotel Management preferred.
• Knowledge of effective office organizational practices.
• Ability to customize approach to conveying complex information and ideas to others in a convincing and engaging manner.
• Strong team player able to motivate a team.
• Excellent written and verbal communication skills (English).
• Must effectively communicate with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance in compliance with handbook policies.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Count bank at the beginning and end of each shift; balance and drop receipts according to accounting specifications.
• Perform other duties as requested by management.
• Use basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers).
• Proven ability in leading and motivating people.
• Understanding of Financial Statements (P&L).
• Knowledge of Light Speed and GXP preferred.
• Understanding of Budgeting procedures for all Front of the House departments.
• Excellent knowledge of forecasting.
• Understanding of purchasing and cost control procedures.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.

Physical Requirements

• Must be able to walk/stand for long periods of time.
• Must be able to work days, nights, weekends, and holidays.
• Constant standing and walking throughout shift.
• Occasional lifting and carrying up to 30 lbs.
• Occasional kneeling, pushing, pulling, lifting.
• Occasional ascending or descending ladders, stairs, and ramps.
• Frequent use of hands for keyboard and arms to reach.

Communication Requirements

• Able to communicate effectively in English; Spanish preferred, both verbally and in writing.
• Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy.

Licenses/Certifications

• Valid driver’s license required.