Front Desk Agent

Additional Information: This hotel is owned and operated by an independent franchisee, DSJ Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Front Desk Associate is responsible for ensuring guests are checked in and out for the hotel while answering any questions or concerns guests or visitors may have.
Essential Duties and Responsibilities:

Processes guest check-in and check-out in a hospitable and friendly manner
Provides good customer service
Enforces and executes all cash handling, check, and credit policies in order to accurately balance transactions, charges and payments, and guest billing.
Delivers all guest messages, mail, and packages in a timely manner
Maintains accurate guest and room status information by completing through reviews as assigned
Greets persons entering establishment immediately and directs or escorts them to specific destinations
Operates front desk equipment including but not limited to: Switchboard and PMS
Operates all ADA Compliant devices including pool lift and TTY accessibility suitcase
Maintains consistent communication especially with all departments
Completes necessary shift paperwork and ensures accuracy for: shift checklist, log book, courtesy call back log, bank/shift sign-over, adjustment log, vendor log, and all other forms or checklists assigned
Verifies credit cards for authorization using electronic acceptance methods
Closes guest accounts at time of check out and assures satisfaction
Researches and attempts to resolve guest complaints or problems within the established guidelines
Completes the reservation process for both guest rooms and meeting rooms
Assists with cleaning up the lobby and monitoring the breakfast bar
Produces 2 potential sales leads though internet research each week
Completes coaching calls as required
Stocks and maintains product inventories for Suite Shop/Market
Performs all other duties as may be assigned by management

Competencies:
Customer Service – Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments

Safety – The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All products and equipment are stored in its proper location. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis. Standard operating procedures, safety work rules and good general manufacturing practices are followed on a daily basis.
Oral communication – speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions; Demonstrates group presentation skills; Participates in meetings.

https://careers.marriott.com/front-desk-agent/job/CB3F923EBBB4E6A5C3852B967C909D07