FRONT DESK AGENT FT PM

Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner by following Marriott Standards of assertive hospitality while adhering to guidelines and procedures.

QUALIFICATIONS/PRE-REQUISITES:

• Guest-focused personality
• Ability to meet the standards of appearance
• Self-controlled disposition
• Honesty and integrity
• Upbeat, positive attitude
• Ability to work within a team
• Display hospitality skills
• Computer competency

JOB REQUIREMENTS:

• Cash handling and banking procedures
• Working knowledge of MARSHA and PMS
• Handle mail and messages properly and on a confidential basis
• Knowledge of safe-deposit box procedures
• Ability to deal with the public in a professional and courteous manner
• Ability to communicate with managers, supervisors, and fellow associates
• Knowledge of English and local language
• Ability to handle conflict situations in a professional manner

PRIMARY DAILY JOB FUNCTIONS:

•  Be well groomed and conform to the hotel’s dress code
• Be at work on time in proper uniform, including name tag
• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Be knowledgeable about guest rooms, locations, amenities, features and all other services offered by the hotel.
• Perform guest registration and room assignment accommodating special requests of all guests.
• Be knowledgeable about Marriott Rewards, and other frequent traveler programs.
• Know how to follow all hospitality guidelines.
• Answer phones according to the standards of proper etiquette and as fast as possible (no more than three rings)
• Ensure the cleanliness of the front desk and back office area at all times
• Assist all guests in problems and questions as required
• Assist fellow associates in their jobs to ensure that all jobs are done on time
• Be flexible in regard to work schedule.
• Use your PMS password with discretion’ log off the terminal when leaving the area
• Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
• Ensure proper credit when checking out guests and provide the guests with a zero balance invoice.
• Handle late charges according to the procedure.
• Bank out at the end of the shift by following the blind drop procedures strictly.  The front desk manager will always verify the shift closing and enter the drop in the system.
• When leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured.
• Report any unusual occurrences or request to the manager.
• At all times strive to represent Marriott in the most professional manner.
• Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask.  Focus your total attention to the guests.
• Be familiar with AM and PM checklists to ensure smooth daily operations.
• Other duties as assigned.

PHYSICAL REQUIREMENTS:

• Must be 18 years of age
• Be able to stay on feet for up to 8 hours
• Lift and/or move 10 pounds 50% of the time
• Life and/or move 50 pounds 5% of the time

EQUIPMENT USED:

• Computer
• Telephone Switch Console
• Key-swipe programmer

EDUCATION REQUIRED:

• High school diploma