Front desk agent (seasonal temporary)
Front desk agent (seasonal temporary)
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Job Description
Our jobs arent just about giving guests a smooth checkin and checkout. Instead we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.
CRITICAL TASKS
Guest Relations
Actively listen and respond positively to guest questions concerns and requests using brand or property specific St. Regis process to resolve issues delight and build trust.
Address guests service needs in a professional positive and timely manner.
Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Assist other employees to ensure proper coverage and prompt guest service.
Engage guests in conversation regarding their stay property services and area attractions/offerings including social media where appropriate.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
Stay uptodate on the local area so that you are prepared to provide specific recommendations for guests.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Perform other reasonable duties as requested.
Checkin/Checkout
Keep track of changes in room status (e.g. early checkout late checkout room transfer unexpected stay over) for Housekeeping.
Organize and coordinate checkin/preregistration procedures for arriving groups.
Process all checkouts including express checkouts resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.
Process all guest checkins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
Sell a room/accommodation to guests without reservations based on availability.
Verify and adjust billing for guests.
Cash Handling
Process all payment types such as room charges cash checks debit or credit.
Process adjustment vouchers paidouts correction vouchers and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change. Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP. Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Reports/Recordkeeping
Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
Run credit card authorization report and check for discrepancies.
Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
Print contingency lists to have a record of all guests in case of emergency.
Communications
Provides assistance to coworkers ensuring they understand their tasks.
Speak to guests and coworkers using clear appropriate and professional language.
Instruct guests on how to access the internet (e.g. dialup broadband wireless).
Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
Working with Others
Support all coworkers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with guests with tact respect diplomacy and confidentiality.
Policies and Procedures
Ensure uniform nametags and personal appearance are clean hygienic and professional.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Protect company tools equipment machines or other assets in accordance with company policies and procedures.
Protect the privacy and security of guests and coworkers.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Safety and Security
Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
Maintain awareness of undesirable persons on property premises.
Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
CRITICAL COMPETENCIES
Fluent English Analytical Skills Learning DecisionMaking Problem Solving Computer Skills Basic Mathematics Interpersonal Skills Customer Service Orientation Interpersonal Skills Team Work Diversity Relations Communications English Language Proficiency Communication Listening Applied Reading Writing
Personal Attributes
Integrity
Dependability
Positive Demeanor
Presentation
Adaptability/Flexibility
Stress Tolerance
Initiative Organization MultiTasking Time Management
PREFERRED QUALIFICATIONS
Education Higher Education Diploma or equivalent
Related work experience is required
No supervisory experience is required
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to nondiscrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
