Front Desk Agent

Job Description

JOB SUMMARYProcess all guest check-ins by confirming reservations,assigning room, and issuing and activating room key. Process all payment typessuch as room charges, cash, checks, debit, or credit. Process all check-outsincluding resolving any late and disputed charges. Answer, record, and processall guest calls, messages, requests, questions, or concerns. Coordinate withHousekeeping to track readiness of rooms for check-in. Communicate parkingprocedures to guests/visitors and dispatch bell staff or valet staff as needed.Supply guests with directions and information regarding property and localareas of interest. Run daily reports (number of arrivals, departures), identifyany special requests, and check reports for accuracy. Complete designatedcashier and closing reports in the computer system. Count float at thebeginning and end of shift. Balance and drop receipts according to accountingspecifications.CANDIDATE PROFILEExperience:? Hotel experienceis desirable but not essential? Previousexperience working within a similar role in a 5star environment preferredSkills and KnowledgeStrong Communication skills(verbal, listening, writing)? Education or Certification? Innovative? Pro-active andreliable? Outgoingpersonality and outstanding guest service skills.? Knowledge oflocal area, local attractions, entertainment and landmarks? Knowledge ofhotel room types, layouts and features? Ability to useOpera, Micros & MARSHA System and other operating systems? Knowledge ofGuest Response Tracking Software / GXP? Ability to workcollaboratively with hotel service team in providing exceptional customerservice excellent telephone etiquette? Strongproblem-solving skills? Strongorganization and working to deadline skills =? Have a completeunderstanding of the Marriott Reward programSPECIFIC DUTIESThefollowing are specific responsibilities and contributions critical to thesuccessful performance of the position:? Be knowledgeableabout daily hotel operations, check daily event sheet, bulletin boards and beup to date with all changes, new procedure and events.? Have knowledge ofhotel rates, package and discounts.? Attend the shiftbriefing, daily 15 minutes training and front office monthly meeting.? To ensure aquick, efficient and friendly check in and departure of all guests. Ensuringthat their details are entered onto the computer correctly and efficiently tothe Brand Standards? Assign rooms,accommodating special requests whenever possible? To understand thecorrect reservation procedures and to take any reservations if required? Be flexibleaccording to the business needs.? Be fully aware ofhotel credit policy and procedures and ensure that it s adhered at all time.? Be knowledgeableand promote the Marriott rewards program.? Keep yourselfinformed with all VIP arrivals.? Be flexible inregard to work schedule.? Strive torepresent Marriott in the most professional manner at all times.? Ensure that allguests are communicated with the credit policy and procedures upon check-in.? Take initiativethrough empowerment to ensure complete guest satisfaction.? Be fully aware ofsafety and emergency procedures.? Handle mail andmessages properly and on confidential basis.? Know how tofollow all hospitality guidelines and daily service basics.? Ensure that allguest problems are resolved by using Guest Response Program? Assist a fellowassociates in their Job to ensure that all are done on time.? Use your Operaand other systems password with discretion. Log off the terminal when leavingthe area.? Have knowledgeabout the city, the local area and attraction to provide the guests with allrequested information.? Report anyunusual occurrences or requests to the manager or supervisor on duty.? Be familiar withthe AM, PM and night check list to ensure smooth daily operations.? Ability tocommunicate with all managers, supervisors and fellow associates.? Be aware of theMarriott brand standards and follow the thoroughly.? Ensure that dailybanking procedures are followed and performed as per the standards.OTHERSafety and Security? Reportwork related accidents, or other injuries immediately upon occurrence tomanager/supervisor.? Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment.? NotifyLoss Prevention/Security of any guest reports of theft.Policies and Procedures? Followcompany, hotel and department policies and procedures.? Follows Marriott International Hotels LimitedRegional Office policies and procedures? Protectthe privacy and security of guests and coworkers.? Maintainconfidentiality of proprietary materials and information.? Ensureuniform, nametags, and personal appearance are clean, hygienic, professionaland in compliance with company policies and procedures.? Protectcompany tools, equipment, machines, or other assets in accordance with companypolicies and procedures.? Performother reasonable job duties as requested by Supervisors and Management.? Workinghours as required to do your job but normally not less than 48 hours per week.Guest Relations? Activelylisten and respond positively to guest questions, concerns, and requests usingbrand or property specific process (e.g., LEARN, JW Symphony of Service) toresolve issues, delight, and build trust.? Assistother employees to ensure proper coverage and prompt guest service.? Anticipateguests' service needs, including asking questions of guests to betterunderstand their needs and watching/listening to guest preferences and actingon them whenever possible.? Addressguests' service needs in a professional, positive, and timely manner.? Engageguests in conversation regarding their stay, property services, and areaattractions/offerings.? Thankguests with genuine appreciation and provide a fond farewell.? Welcomeand acknowledge each and every guest with a smile, eye contact, and a friendlyverbal greeting, using the guest's name when possible.? Supplyguests/residents with directions and information regarding property amenities,services, and hours of operation, and local areas of interest and activities.Communication

Keyskills :
Front Desk Agent