Front Desk Clerk - Marriott

Non-Exempt / Hourly role reporting to the Front Office Manager.

About the role

Responsible for managing the front desk area, including guest check-in/out process, maintaining data on in-house guests, tracking reservations, special requests, and answering guest calls.

Responsibilities

• Ensure front desk operations are carried out within the systems and procedures required by brand-specific standards.
• Operate all hotel systems including PBX phone system, key system, PMS reservation systems, and complete brand-specific training.
• Knowledge of fire alarm system and evacuation procedures.
• Monitor credit responsibility to identify suspicious accounts and ensure effective credit control.
• Possess good knowledge of the surrounding area.
• Manage reservations and check-ins to maximize RevPar.
• Responsible for the security of guests, fellow employees, and hotel assets.
• Perform additional duties as requested by Supervisor to improve hotel, restaurant, lounge operations, and guest service.
• Maintain confidentiality of company business functions, including top accounts, financial status, customer/guest information, and employee issues.
• Maintain compliance with all front office standard operating procedures: monitor key control, verify room status information, update group information, and ensure follow-through of all VIP and Tour VIP requests.
• Collaborate with other staff to ensure awareness and compliance with all safety and security policies and procedures.
• Ensure employee and guest safety through proper training and maintenance of equipment and work areas.
• Balance PMS activity at the end of each shift and prepare daily reports as required.
• Never drop a deposit without a witness.
• Accurately count and account for cash banks prior to and at the end of each shift.
• Immediately report any guest issues to the Manager on Duty.
• Avoid personal conversations in person, on the telephone, or via cell phone in guest view.
• Assist guests with luggage as needed.
• Maintain a well-groomed appearance and wear uniform while on property.
• Avoid eating, drinking, or smoking in sight of guests.

Requirements

• Highly organized, results-oriented, with the ability to be flexible and work well under pressure in a fast-paced, changing environment.
• Ability to handle stressful situations calmly and professionally, exhibiting good judgment.
• Excellent communication skills, including conveying information and ideas through writing, telephone, and in-person meetings.
• Passion for serving others.
• Skilled at building effective relationships with customers and internal partners.
• Service orientation with knowledge of customer service principles and processes, including needs assessment and meeting quality standards.
• Valid driver’s license and dependable transportation.
• Outgoing personality, well-organized, and detail-oriented.
• Good work ethic, honesty, and ability to work well with others.
• Strong cash handling skills, including making change and managing a cash drawer.
• Ability to work a flexible schedule, including evenings, nights, weekends, and holidays.

Qualifications

• Prior customer service experience required.
• Prior hotel front desk experience preferred.

Physical Requirements

• Stand/walk on feet for 8 hours and work in a restrictive space/environment.
• Eyesight enabling both near and far vision.
• Finger dexterity for typing, writing, and computer work.
• Clear, understandable voice and basic hearing ability to understand English.
• Ability to bend, stretch arms overhead, and lift/carry up to 30 pounds.