Front Desk Agent/Shuttle Driver

DRIFTWOOD HOSPITALITY MANAGEMENT•Durham, NC

5d•$17 - $18•Onsite

About The Position

The Front Desk Agent/Shuttle Driver greets and registers hotel guests, provides prompt and courteous service, and closes guest accounts at checkout while working to ensure an exceptional stay and meet the hotel's quality standards. The role also requires the ability to drive a 15-passenger shuttle, a valid driver's license, and a clean driving record. Front desk duties include handling guest inquiries and complaints, processing reservations and payments, operating the hotel's computer system, answering telephones, and providing accurate information about hotel services and local attractions. The position requires continuous standing and movement throughout front office areas, adherence to safety and security procedures, and support for other front desk personnel as needed. The hotel operates 24 hours a day, seven days a week. Operational needs may therefore result in variations in shift days, start times, and weekly hours. The role is full-time and based at the Raleigh RTP Marriott in Durham, North Carolina.

Requirements

Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge, skills, and abilities.
Ability to drive a 15-passenger shuttle.
Valid driver's license and clean driving record.
Skill using a calculator and completing moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, both verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to occasionally twist, bend, stoop, reach, stand, and walk; frequent talking, hearing, seeing, and smiling.

Nice To Haves

High school diploma.
Prior hospitality experience.

Responsibilities

Greet guests promptly and warmly, listen to requests, provide appropriate assistance, and share accurate information about hotel services and local attractions.
Complete guest registration by entering and retrieving information in the hotel computer system, confirming guest count and room rate, and selecting rooms to meet guest needs.
Code electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization, handle cash and make change, balance an assigned house bank, and accept and record vouchers, travelers' checks, and other payments.
Post charges to guest rooms and house accounts using the computer system.
Answer telephone calls clearly and positively, enter messages into the computer, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and ensure guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints within established guidelines, escalating issues to a supervisor when appropriate.
Investigate guest concerns and work toward effective solutions, including issues involving room location, credit, pricing, or heating and air conditioning.
Drive a 15-passenger shuttle.
Remain calm and alert during emergencies and periods of heavy hotel activity; use judgment and discretion to plan and implement detailed steps.
Keep corridors and service areas neat.
Follow company policies and safety and security procedures, use protective equipment, and follow fire-prevention and emergency procedures.
Report unsafe conditions, accidents, injuries, near misses, and property damage or loss to a supervisor.
Maintain a neat, clean, and well-groomed appearance.
Assist other front desk personnel and perform related duties as requested by a supervisor or manager.