What are the responsibilities and job description for the Front Desk Agent position at Franchise Location?
Additional Information: This hotel is owned and operated by an independent franchisee, DSJ Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Summary:
The Front Desk Associate is responsible for ensuring guests are checked in and out for the hotel while answering any questions or concerns guests or visitors may have.
- Processes guest check-in and check-out in a hospitable and friendly manner
- Provides good customer service
- Enforces and executes all cash handling, check, and credit policies in order to accurately balance transactions, charges and payments, and guest billing.
- Delivers all guest messages, mail, and packages in a timely manner
- Maintains accurate guest and room status information by completing through reviews as assigned
- Greets persons entering establishment immediately and directs or escorts them to specific destinations
- Operates front desk equipment including but not limited to: Switchboard and PMS
- Operates all ADA Compliant devices including pool lift and TTY accessibility suitcase
- Maintains consistent communication especially with all departments
- Completes necessary shift paperwork and ensures accuracy for: shift checklist, log book, courtesy call back log, bank/shift sign-over, adjustment log, vendor log, and all other forms or checklists assigned
- Verifies credit cards for authorization using electronic acceptance methods
- Closes guest accounts at time of check out and assures satisfaction
- Researches and attempts to resolve guest complaints or problems within the established guidelines
- Completes the reservation process for both guest rooms and meeting rooms
- Assists with cleaning up the lobby and monitoring the breakfast bar
- Produces 2 potential sales leads though internet research each week
- Completes coaching calls as required
- Stocks and maintains product inventories for Suite Shop/Market
- Performs all other duties as may be assigned by management
- Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments
- Oral communication - speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions
-
Benefit: Marriott Staff Discount Stay
This company is an equal opportunity employer.
frnch1