Front Desk Agent/Shuttle Driver

About the Role

This position assists with driving a 15-passenger van. A valid driver's license is required, and a satisfactory driving record is required. Join the team at Marriott Raleigh Durham Research Triangle Park, conveniently located on the edge of Morrisville, NC. Be part of a hotel committed to exceptional guest service and professional development in a welcoming, team-focused environment.

Driftwood Hospitality Management’s company culture empowers associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives.

Responsibilities

• Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to ensure an exceptional guest experience.
• Greet customers immediately with a friendly and sincere welcome; use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate; make appropriate room selections based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make change, and balance assigned house bank.
• Accept and record vouchers, travelers’ checks, and other forms of payment; perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication; input messages into the computer, retrieve messages, and communicate content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest satisfaction; research and attempt to resolve dissatisfaction within established guidelines.
• Field guest complaints, conduct thorough research to develop effective solutions, and resolve complications such as location changes or credit issues.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
• Remain calm and alert during emergency situations and heavy hotel activity; plan and implement detailed steps using experienced judgment and discretion.
• Keep corridors and service areas neat at all times.
• Adhere to all company policies and procedures; follow safety and security procedures and rules.
• Know department fire prevention and emergency procedures; utilize protective equipment.
• Report unsafe conditions, accidents, injuries, near-misses, property damage, or loss to supervisor.
• Provide a safe work environment by following all safety and security procedures and rules.
• Maintain a neat, clean, and well-groomed appearance (specific standards outlined in team member handbook).
• Assist other Front Desk Personnel when needed.
• Perform any related duties as requested by supervisor/manager.

Requirements

• Valid driver’s license and satisfactory driving record.
• 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).
• Prior hospitality experience preferred but not required.
• Considerable skill in using a calculator and preparing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Stand 95% of shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room discounts
• Employee food and beverage discounts