Front Desk Agent

Description

Summary/Objective 

Responsible for providing superior guest service as it pertains to checking in/out our hotel guests; answering all incoming calls, reservations; daily accounting procedures; and concierge services in a gracious and professional manner.

Duties & Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Greets guests and checks them into resort following established procedures not limited to assuring all information is received and entered into computer, obtaining credit card for incidental expenses, issuing room keys.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Answers internal and external phone calls within three rings and provides information as needed.
• Responds to guest questions in a courteous and professional manner.  During calls provide gracious and efficient telephone service.
• Anticipate guests’ needs, respond promptly and acknowledge/greet all guests, however busy and whatever time of day.
• Assist guest room reservations calls in a professional manner.
• Bucket checks to be performed at the end of the day to verify pertinent data.
• Check-in and check-out hotel guests in a gracious, professional, and friendly manner.  
• Clean the work area at the end of the shift, ensuring all items remain in an orderly fashion. Report any office supplies that are low in stock to manager for reorder.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Complete all items listed on shift checklists including necessary paperwork; maintain files and records when needed.
• Coordinate and perform timely wake-up calls to guests upon request.
• Deliver world class guest service and build brand loyalty with each guest.
• Deliver and track any guest messages, mail, fax, amenities, laundry, etc.
• Document maintenance and engineering needs in the front desk GXP
• Ensure proper credit card procedures are followed at all times to include credit card imprint, credit card authorization and guest signature on registration packets.
• Interact positively with all levels/departments of the property.
• Prioritize daily workload while maintaining appropriate response time.
• Resolves guest problems/complaints; utilizes own best judgment in resolving issues or refers to management as needed.
• Review arrivals noting special requests, location preferences, and the designated VIP status. Review and prepare all next day guest reservations and the arrivals registration packets.
• Support safe work habits and a safe working environment at all times. Maintain knowledge of emergency and safety procedures.

Work environment

· Ability to stand for most of your shift. 

· Hotels operate 24/7 therefore schedules may at times fluctuate based on the needs of the business.

· Standing, walking, bending, stretching, twist, or lifting as much as 20lbs. throughout your scheduled shift.

Other duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Security clearance requirements

· Must clear background screening

Benefits

· 401K (Matching)

· Medical 

· Dental

· Vision

· Life Insurance

· Long Term Disability

· Employee Discounts

EEO Statement

Delta by Marriott provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proven strong background in Guest Relations or Guest Services.
• Excellent communication and organizational skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable. 
• Ability to remain calm while under pressure
• Ability to work cohesively as part of a team.
• Must clear background screening