Front Desk Agent

Crescent Careers • Owings Mills, MD

2d • Onsite

About The Position

The Marriott Owings Mills Metro Centre was awarded the AAA 4 Diamond Award in its first year of operation joining the ranks of below elite Baltimore 4 D hotels and one of only ten 4 D hotels in Maryland! A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Requirements

• Greeting and registering guests
• Checking guests out of the hotel
• Inputting and retrieving information from the computer
• Confirmation of guest information and room rate
• Selection of rooms
• Coding electronic keys
• Promoting marketing programs
• Providing a welcome packet
• Ensuring guest knows location of room and/or has a bell person accompany him/her
• Ensuring rooms and services are correctly accounted
• Using the point-of-sale system
• Handling money
• Processing credit and debit cards
• Accepting and recording various forms of payment
• Converting foreign currency
• Making change
• Processing gift certificates and cards
• Thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge
• Answering guest questions and inquiries
• Up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Responding to guest inquiries and requests
• Resolving issues in a timely, friendly and efficient manner
• Fielding guest complaints
• Conducting research
• Resolving and negotiating solutions for guest satisfaction
• Receiving, inputting, retrieving and relaying messages to guests

Responsibilities

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

What This Job Offers

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