Front Office Agent

Marriott•Costa Mesa, CA

3d•Onsite

About The Position

This position is responsible for organizing, confirming, processing, and conducting all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. The role involves securing payment, verifying and adjusting billing, activating and filing room keys, and processing all guest requests and relaying messages. Additionally, the agent will print contingency lists for emergency preparedness, explain room features, provide information on property amenities and local attractions, and follow up on outstanding requests. Daily reports and logs will be reviewed, and cashier and closing reports will be completed in the computer system. The role also includes accepting and delivering wake-up call requests, managing a bank, processing various payment types and adjustments, and notifying Loss Prevention/Security of any reported theft. The company is dedicated to being an equal opportunity employer, fostering an environment where diverse backgrounds are valued. Westin, as part of Marriott International, is committed to empowering guests to enhance their well-being and seeks passionate, active, optimistic, and adventurous associates to bring the brand's unique programming to life.

Requirements

Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Follow all company 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.

Nice To Haves

Passionate
Active and take pride in how you maintain your well-being
Optimistic
Adventurous

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.
Print contingency lists to have a record of all guests in case of emergency.
Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
Follow up on any outstanding requests or problems from the previous day and 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 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.
Notify Loss Prevention/Security of any guest reports of theft.
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.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by Supervisors.