Front Desk Agent

Marriott•Warrenville, IL

4d•$19•Onsite

About The Position

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs. FUNCTIONS/REPSONSIBILITIES: •Handle guest registration and room assignments, accommodating special requests whenever possible. •Make guest reservations in a prompt and courteous manner, following the standard reservation systems, software and expectations of the company and of the brand •Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. •Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner. •Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. •Cancel room reservations according to procedures. •Walk customers in a professional and courteous manner according to procedures. •Inventory guest room keys according to policy and request re-keying as necessary. •Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist. •Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment. •Deliver guest invoices if working overnight shifts •Perform Night Audit functions as needed, and/or as requested by supervisor •Assist in other departments when the need arises, as directed by supervisor. This may include assisting with breakfast set up or clean-up, assisting with basic property cleanliness such as trash removal, assisting with basic clerical tasks to assist the sales, revenue and marketing efforts, and assisting with housekeeping and/or laundry needs •When needed, assist other departments and employees with any tasks requested by a supervisor or manager

Requirements

Excellent grooming and appearance standards are required
Excellent verbal and written skills are required
Problem-solving skills are critical
Ability to take direction and work independently is required
Promptness and exceptional attendance is required
Requires a working knowledge of the Front Desk aspect of Sun's services, policies or operations and a general knowledge of the hotel.
Requires knowledge of and ability to operate computer equipment and the reservations system.

Responsibilities

Handle guest registration and room assignments, accommodating special requests whenever possible.
Make guest reservations in a prompt and courteous manner, following the standard reservation systems, software and expectations of the company and of the brand
Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner.
Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
Cancel room reservations according to procedures.
Walk customers in a professional and courteous manner according to procedures.
Inventory guest room keys according to policy and request re-keying as necessary.
Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
Deliver guest invoices if working overnight shifts
Perform Night Audit functions as needed, and/or as requested by supervisor
Assist in other departments when the need arises, as directed by supervisor. This may include assisting with breakfast set up or clean-up, assisting with basic property cleanliness such as trash removal, assisting with basic clerical tasks to assist the sales, revenue and marketing efforts, and assisting with housekeeping and/or laundry needs
When needed, assist other departments and employees with any tasks requested by a supervisor or manager