Front Desk Agent

ESSENTIAL JOB FUNCTIONS 

• 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 selection of rooms based on guest needs.  Code electronic keys, certificates, and coupons as appropriate.   Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make change and balance as 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 the 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’s satisfaction.  In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and 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. Keeps the corridors and service area neat at all times.
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by supervisor/manager.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• Any combination of education and experience equivalent and 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.
• Prior customer service experience preferred, but not required.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a computer system.

Benefits:

• Health Insurance – Medical, Dental, Vision, HSA, FSA
• 401K
• 401K Matching
• Marriott discounted room rates at all Marriott properties around the world
• Holiday Pay
• Vacation Pay
• Sick Pay
• Birthday Holiday Pay
• Associate meals provided
• Uniforms provided

Schedule:

• 8 Hour Shift
• Day or Evening Shift - 7:00 am-3:00 pm or 3:00 pm-11:00 pm
• Weekend/Holiday Availability Required
  
  

EOE/M/F/D/V