Front Desk Agent The Current Iowa

Restoration St Louis•Davenport, IA

21h

About The Position

The Front Desk Agent provides professional, courteous, accurate, and timely service to arriving, departing, and in-house guests. The role responds to in-person and telephone inquiries about reservations, hotel information, and guest concerns, and helps guests feel welcome and confident in their choice to stay at The Current Iowa, a Marriott Autograph Collection hotel. The position handles guest registration and checkout, reservations, payments, cash and credit procedures, guest requests, and hotel information. It also supports hotel revenue by promoting room upgrades, amenities, outlets, pantry items, and the preferred guest program. The agent communicates with other departments, follows company and hotel procedures, and contributes positively to the team. Work is primarily indoors in a temperature-controlled environment. The role requires standing and moving for extended periods, reaching other hotel departments, occasional lifting, and frequent use of a computer and office equipment. A flexible schedule, including nights, weekends, and/or holidays, is required.

Requirements

High school diploma, secondary qualification, or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
Ability to speak, read, write, and understand the primary language used in the workplace.
Good verbal and written communication skills.
Basic computational ability and basic computer skills.
Knowledge of the hotel, its services and facilities, and general knowledge of the city and its attractions.
Ability to work a flexible schedule, including nights, weekends, and/or holidays.
Ability to stand and maintain well-paced mobility for up to four hours at a time.
Ability to reach other hotel departments on a timely basis.
Ability to lift up to 15 pounds occasionally.
Ability to perform tasks involving grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.
Ability to spend extended periods viewing a computer screen and manual dexterity to use necessary equipment and office equipment.
Passion for people and service; strong communication when interacting with guests and employees.
Reading and writing ability for paperwork and logging issues, complaints, requests, and information updates.
Basic math skills for handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities.

Responsibilities

Greet and welcome guests; register guests in the computer and verify reservations, addresses, and credit information.
Respond promptly and courteously to guest inquiries and concerns in person and by telephone, and resolve complaints.
Take reservations and perform check-ins and checkouts accurately and efficiently.
Promote the preferred guest program, recognize members, and explain available benefits.
Accept guest payments at registration and checkout; maintain a house bank, deposit receipts, and prepare accurate daily reports.
Cash checks, exchange currency, issue keys to safety deposit boxes, and control access to them.
Post miscellaneous charges and handle messages, wake-up calls, mail, faxes, and guest laundry or dry-cleaning needs.
Assist guests with luggage and, if applicable, operate or assist with shuttle or transportation service.
Use guests’ names and provide helpful information about the local area, hotel, and hotel services.
Stay informed about incoming VIPs and hotel developments by reviewing and updating the communication log book each shift.
Promote room upgrades, hotel amenities and outlets, and pantry items; seek room-sale opportunities and report potential sales contacts to the sales department.
Maintain knowledge of hotel rooms, function space, outlets, services, and the franchise honors program.
Ensure customers establish credit at check-in; verify reservation details, payment approvals, billing instructions, and required documentation.
Complete shift closing accurately, obtain required approvals and authorization codes, and follow cash-bank, credit, and inventory control procedures.
Handle keys properly and follow policies concerning emergency procedures, security, and protection of guest room numbers.
Communicate pertinent information with other departments and assist other departments in emergencies.
Follow company standard operating procedures, work rules, procedures, and policies; perform other assignments as directed by the General Manager.
Contribute as an enthusiastic, helpful, positive, professional, and responsible team member; accept feedback and use time effectively.