Front Desk Agent - The Artisan Hotel at Tuscan Village, a Tribute portfolio by Marriott

Stonebridge Hospitality Management•Salem, OR

15d•Onsite

About The Position

The Front Desk Agent serves as the primary contact for guests throughout their stay and efficiently checks guests in and out. The role operates the front desk in accordance with standard operating procedures and provides exceptional guest service. The agent uses reservation, check-in/check-out, and credit card systems; maintains accurate guest and cash records; handles calls, messages, and reservations; responds to guest needs and complaints; and coordinates room status with housekeeping. The position also requires knowledge of hotel promotions, rates, room amenities, building layout, nearby services, and emergency procedures. The agent helps maintain a clean and secure lobby and office, follows attendance and appearance standards, and performs other duties as requested by a supervisor. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential duties.

Requirements

One-year certificate from a college or technical school, or three to six months of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Fluency in spoken English.
Ability to interpret and perform basic computer and POS system functions.
Ability to meet the physical demands of standing more than two-thirds of the time, walking and sitting less than one-third of the time, lifting up to 15 pounds, and pushing or pulling up to 10 pounds.
Ability to perform essential duties while observing safety and security procedures; reasonable accommodations may be provided for qualified individuals with disabilities.

Responsibilities

Operate the front desk according to standard operating procedures and provide exceptional guest service.
Accurately use the reservation, check-in/check-out, and credit card systems while following safety and security procedures.
Review registration (folio) cards for completeness, accuracy, and legibility.
Maintain an accurate cash sheet and balance the cash drawer.
Operate the switchboard, direct calls as required, and accurately take guest messages and faxes, including the date and time; repeat messages to verify accuracy and use the message light to notify guests.
Know emergency procedures and how to respond.
Protect guest privacy by never saying a guest’s room number out loud.
Remain knowledgeable about hotel promotions, room rates, room amenities, the building’s interior and exterior, and nearby shopping, convenience stores, and gas stations.
Complete daily reports, audits, and correspondence as required by the shift.
Keep the lobby and office area clean.
Set wake-up calls as required by the shift.
Prepare the room status sheet for housekeeping and update housekeeping about rooms available to clean as guests check out or leave for the day.
Take and confirm credit cards for validity and acceptability.
Secure the front desk area whenever leaving it, even briefly.
Create incident reports for guest injuries or issues when required.
Answer calls within three rings using the prescribed script.
Take and accurately record reservations and confirm them as requested.
Resolve guest complaints.
Maintain regular attendance, punctuality, and compliance with prescribed work, break, and meal periods.
Maintain high standards of personal appearance and grooming, including compliance with the dress code.
Perform other duties as requested by the supervisor.
Demonstrate accurate, thorough, productive, customer-focused, initiative-taking, and accountable work; seek and offer help, involve appropriate people in decisions, work independently with little or no supervision, and follow through on tasks.