Front Desk Agent

Marriott•Germantown, TN

29d•$13 - $15•Onsite

About The Position

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.

Requirements

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
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.
Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions

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
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
Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Identifies and resolves problems in a timely manner; Develops alternative solutions