Front Desk Clerk - Marriott

DeFoor Hospitality Group • Chattanooga, TN

3d • Onsite

About The Position

Responsible for managing the front desk area, including guest check-in/out process, maintaining data on in-house guests, tracking reservations, special requests, and answering guest calls. Ensure front desk operations are carried out within the systems and procedures required by brand specific standards. Working knowledge of all hotel systems including PBX phone system, key system, PMS reservation systems, and brand specific training. Knowledge of fire alarm system and evacuation procedures. Mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control. Must have good knowledge of surrounding area. Manage reservations and check-ins to ensure the highest RevPar. Must be responsible for security of guests, fellow employees, and hotel assets. Must perform any other required duties as requested by Supervisor to aid in better operation of the hotel, restaurant, lounge, and service to the guests. Keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, etc. Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests. Works with other staff to ensure awareness and compliance to all safety and security policies and procedures. Ensures employee and guest safety by participating in proper training and maintenance of equipment and work area Balances PMS activity at the end of each shift and daily report as required. Never drops a deposit without a witness. Accurately counts and accounts for cash banks prior to and at the end of each shift. Immediately report any guest issues to the Manager on Duty. Does not participate in personal conversations either in person or on telephone or cell phone. Assist guest with luggage as needed. Well-groomed and in uniform while on property. Does not eat, drink, or smoke in sight of a guest.

Requirements

• Prior customer service experience required.
• Must be highly organized, results oriented, and able to work under pressure in a fast-paced environment.
• Ability to handle stressful situations calmly and professionally with good judgment.
• Excellent communication skills (writing, telephone, and personal interaction).
• Ability to convey information clearly and effectively.
• Passion to serve.
• Skilled at establishing effective relationships with customers and internal partners.
• Effective reading, writing, and oral comprehension.
• Service orientation.
• Knowledge of customer service principles and processes.
• Must have a valid driver’s license and dependable transportation.
• Must have an outgoing personality.
• Must be well organized and detail oriented.
• Must be able to work a flexible schedule including evenings, nights, weekends, and some holidays.
• Must have a good work ethic, be honest, and work well with others.
• Good cash handling skills, able to make change and manage a cash drawer.
• Ability to stand/walk for 8 hours and work in a restrictive space/environment.
• Eyesight enabling vision both near and far.
• Finger dexterity for typing, writing, and computer use.
• Ability to speak clearly, understand English, and hear at a basic level.
• Ability to bend, stretch arms overhead, and lift/carry up to 30 pounds.

Nice To Haves

• Prior hotel front desk experience preferred.

Responsibilities

• Manage the front desk area, including guest check-in/out process.
• Maintain data on in-house guests.
• Track reservations and special requests.
• Answer guest calls.
• Ensure front desk operations adhere to brand specific standards and procedures.
• Operate hotel systems including PBX phone system, key system, and PMS reservation systems.
• Demonstrate knowledge of fire alarm system and evacuation procedures.
• Implement credit control measures to identify and manage suspicious accounts.
• Provide information about the surrounding area to guests.
• Manage reservations and check-ins to maximize RevPar.
• Ensure the security of guests, employees, and hotel assets.
• Perform other duties as requested by supervisors.
• Maintain confidentiality of business functions, including financial status, customer information, and employee matters.
• Monitor key control, verify room status, update group information, and follow through on VIP requests.
• Collaborate with staff to ensure awareness and compliance with safety and security policies.
• Ensure employee and guest safety through training and equipment maintenance.
• Balance PMS activity at the end of each shift and generate daily reports.
• Handle cash banks accurately, including counting and accounting for funds.
• Report guest issues to the Manager on Duty immediately.
• Refrain from personal conversations during work hours.
• Assist guests with luggage as needed.
• Maintain a well-groomed appearance and wear uniform on property.
• Refrain from eating, drinking, or smoking in the presence of guests.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed