Dual Hotel Front Desk Agent
About The Position
The Front Desk Agent is often the first point of contact for guests and plays a vital role in shaping their impression of the hotel. As the "friendly face" of the property, the Front Desk Agent demonstrates a warm, approachable personality and a genuine desire to work with people. You are responsible for engaging with guests in a welcoming, professional, and efficient manner while ensuring their needs are met and expectations exceeded. Front Desk Agents maintain a strong commitment to service, staying calm and hospitable even in challenging situations, and consistently uphold the McKibbon Guiding Principles. This is a dual branded hotel: AC Marriott and Residence Inn by Marriott.
Requirements
- Previous experience working as a front desk agent or in a similar role.
- A high school diploma or equivalent vocational training certificate.
- Proficiency with computers.
- Basic math skills.
- Ability to provide excellent customer service and maintain a professional demeanor at all times.
- Ability to input and access information in the property management system and/or points-of-sale system.
- Possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers, clients, and guests.
- Must be attentive, friendly, helpful, and courteous to clients, guests, and associates.
- Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression.
- Punctual for all shifts to ensure consistent coverage of front desk responsibilities and service to guests.
Nice To Haves
- Experience working at a hotel establishment (highly desired).
- Great verbal and written communication skills.
- The ability to create a fun and supportive working environment.
Responsibilities
- Anticipate guests’ needs, respond promptly and acknowledge all guests in a timely manner.
- Maintain positive guest relations at all times.
- Resolve guest complaints and ensure guest satisfaction.
- Maintain a complete knowledge of hotel features/services, hours of operations, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
- Process all guest check-ins and verify registration information with the guest.
- Handle overbooked or 'walked' guests.
- Accept and record wake-up call requests.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Resolve discrepancies on the room status report with housekeeping.
- Train with and learn Food and Beverage operations to fill in as needed.
Benefits
- Monthly passes at a reduced rate for bus or rail.
- Special discounted price for parking.
- Competitive Compensation with incentives.
- 401K Savings Plan, 50% matching up to 10% of compensation.
- Associate referral program.
- Brand and company training classes, workshops and conferences for career growth and development.
- Fundraising matching funds program.
- Team volunteer opportunities.
- 24/7 chaplain services.
- Exclusive hotel rate discounts.
- Comprehensive benefits package including medical, dental, and vision (Full Time Associates).
- Life insurance (Full Time Associates).
- Pet Insurance (Full Time Associates).
- Short and long-term disability (Full Time Associates).
- Paid time off and holidays (Full Time Associates).
- Tuition assistance (Full Time Associates).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
