Front Desk Agent

Marriott•San Antonio, TX

20d•Onsite

About The Position

The Front Desk Agent responds professionally and courteously to arriving, departing, and in-house guests by providing accurate, timely information and services. The role handles telephone and in-person inquiries about reservations, hotel information, directions, local attractions, and guest concerns. The position completes guest check-in and check-out procedures, maintains accurate guest accounts and folios, handles cash and other payment transactions, accepts reservations, and uses suggestive selling techniques to increase room occupancy and revenue. The agent also operates telephone equipment, handles guest mail and messages, maintains shift records and communication, assists in the gift shop as needed, and cross-trains as an AYS operator. The hotel is owned and operated by Scenic Capital Advisors, an independent franchisee and separate employer from Marriott International, Inc.

Requirements

High school diploma or GED.
One year of front-desk experience or two years of customer-service experience, or an equivalent combination of education and experience; listed as preferred.
Ability to communicate clearly with guests, customers, supervisors, and fellow employees.
Ability to calculate amounts and perform basic addition, subtraction, and multiplication.
Ability to analyze routine data and make appropriate judgments regarding guest check-in and check-out.
Ability to stand for extended periods and use hands, fingers, and arms; the job frequently requires standing, walking, bending, and crouching.

Nice To Haves

One year of front-desk experience or two years of customer-service experience, or an equivalent combination of education and experience.

Responsibilities

Greet arriving guests and complete established check-in procedures using computerized methods.
Complete guest check-out procedures, close guest accounts, verify folio accuracy, and resolve folio issues.
Calculate and post payments, receipts, guest accounts, and other credit transactions using proper cash-handling methods.
Answer inquiries and accept reservations in person and by telephone; communicate hotel rates and information and use suggestive selling techniques.
Maintain good customer relations by answering questions and addressing concerns promptly and knowledgeably, in person and by phone.
Operate telephone equipment, route in-house calls to the appropriate department, schedule wake-up calls, and set trace requests.
Control front-desk cash transactions and take responsibility for transactions during the shift.
Maintain a friendly, cheerful, and courteous demeanor.
Complete the shift checklist to verify shift tasks.
Receive, sort, notify guests about, and distribute guest mail, messages, and faxes.
Maintain the front-desk log book and communicate problems to the incoming shift and supervisor.
Serve as a cashier and attendant for the gift shop as needed.
Cross-train as an AYS operator.
Follow written safety standards and rules.