What are the responsibilities and job description for the Front Desk Agent position at Marriott?
The primary purpose of the Front Desk Agent is to greet and serve guests in a professional, gracious manner. Register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out, and offer a fond farewell to guests.
Essential Job Functions
- Greet guests immediately with a friendly, sincere welcome.
- Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
- Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
- Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to the front office and general hotel operations.
- Understand and operate front office telephone, computer systems, and equipment such as ten key adding machines, facsimile machines, etc.
- Promptly complete the check-in and check-out process
- Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems, including those that have been resolved.
