Front Desk Agent

Marriott • Washington, DC

18h • Onsite

About The Position

The Front Desk Agent is responsible for organizing, confirming, processing, and conducting all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. This role involves securing payment, verifying and adjusting billing, activating and filing room keys, and processing all guest requests and relaying messages. The agent will also be responsible for running and reviewing daily reports, completing cashier and closing reports, accepting and recording wake-up call requests, and processing various payment types. Additionally, the Front Desk Agent will respond to special guest requests, review shift logs, and operate the telephone switchboard. A key part of the role includes following all company and safety/security policies, maintaining a professional appearance, welcoming and assisting guests, and developing positive working relationships with colleagues. The position requires the ability to enter and locate work-related information using computers, stand or walk for extended periods, and move objects weighing less than or equal to 10 pounds without assistance.

Requirements

• High school diploma or G.E.D. equivalent.
• No related work experience.
• No supervisory experience.
• None

Responsibilities

• Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
• Secure payment; verify and adjust billing.
• Activate and file room keys.
• Process all guest requests and relay messages.
• Identify and explain room features to guests.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Follow up on any outstanding requests or problems from the previous day and ensure they are resolved.
• Run and review daily reports/logs.
• Complete designated cashier and closing reports in the computer system.
• Accept and record wake-up call requests and deliver to the appropriate department.
• Count bank at beginning and end of shift; secure bank.
• Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Receive, record, and relay messages accurately, completely, and legibly.
• Notify Loss Prevention/Security of any guest reports of theft.
• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.
• Assist guests with accessing the internet.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.
• Read and visually verify information in a variety of formats (e.g., small print).
• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED