Front Desk Agent - Courtyard by Marriott, Santa Cruz

Job Summary:

• Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains and supervises access to safe deposit boxes. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

General Responsibilities:

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations
• Thoroughly understands and adheres to proper credit, check cashing, and cash handling policies and procedures.
• Understands room status and room status tracking
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room key cards.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the manager of assistant manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to schedule employees from their accustomed shift to other shifts.

Specific Responsibilities:

• Follows all Lotus Management Inc policies and procedures and Brand Standards.

Requirements:

• High School diploma or higher level education.
• 3 years Hotel front office experience with a minimum of 1 year at the supervisory level.