Front Desk Agent

Marriott•Orlando, FL

23d•$17 - $17

About The Position

The Front Desk Agent is responsible for providing exceptional first impression to our guests and have a natural passion for delivering flawless service. This position requires the ability to problem solve and be comfortable multi-tasking on a terminal while conducting guest registrations and guest departures. This position must maintain the highest standards and expectations upheld by the Courtyard by Marriott brand standard.

Responsibilities

Welcome and register guests into hotel, fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures, using standards of service
Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested
Check guests out of the hotel in accordance with procedures; make change, and post charges to guest accounts, using standards of service
Promote Turnberry Hospitality and brand-specific marketing programs
Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests, including Marriott Bonvoy members, through attention to detail and loyalty recognition
Ensure Bonvoy members and VIP Guests are recognized, with loyalty program in place
Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
Quote and be familiar with room and rate availability for current and future dates
Accept reservations, changes, and cancellations, as needed
Work closely with the housekeeping and engineering staff to coordinate the efficient handling of guest requests, room availability and guest luggage
Follow up on guest requests. Handle and resolve guest problems or complaints, using standards of service
Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
Keep all support departments informed of necessary information or requests
Answer phones according to service standards and within 3 rings
Complete key packets
Reconcile transactions at the close of the shift and cash out.
Have thorough knowledge of hotel facilities, hours of operation and special service codes
Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk
Handle hotel emergency procedures and situations with maturity and professionalism
Perform additional duties and projects as assigned
Always maintains professionalism, demonstrating courtesy and respect to guests and co-workers
Ability to learn and interpret such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to constantly communicate effectively with guests and co-workers; respond to guest requests
The person in this position needs to regularly stay in a stationary position often move about in the front desk area and occasionally traverse between front desk and other areas of the hotel.
Occasionally ascend/descend stairs and step ladders to reach high places, including shelves.
Regularly positions self to search and retrieve items under desks, lower shelves.
Regularly operates a keyboard, a mouse and other office equipment and tools.
Must be able to assess, inspect, observe guests and documents from close and far distance.
Must be able to distinguish odors to detect smoke or other foul odors.
Occasionally adjusting, lifting, or moving packages and equipment up to 50 pounds.
Majority of duties performed indoors. Noise level moderate
Business demands dictate work hours and schedules. Attendance and timeliness are a requirement of this position.
Adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance.
Adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.