Front Office Agent

Grand Bohemian Mountain Brook-posted 10 days ago

Full-time • Entry Level

Mountain Brook, AL

5,001-10,000 employees

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The overall objective and purpose of the Front Office Agent position are to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the company's mission, core values, standards, and goals.

Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
May assist in housekeeping duties such as cleaning public areas and guest laundry.
Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control
Process check-ins, check-outs, and room assignments
Coordinate with Housekeeping to track readiness of rooms for check-in
Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed
Post guest charges and payments, process no-shows, and adjust disputed charges
Run daily reports and contingency lists.
Conduct bucket checks to ensure accuracy
Verify rate codes and make appropriate adjustments on guest’ invoices
Block and unblock rooms according to the hotel’s need
Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
Process and respond to wake-up calls according to the standard operating procedure
Notify guests of messages and record them legibly and completely
Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied
Log guest requests and concerns according to the standard operating procedure. Communicate with departments promptly
Solve problems proficiently
Demonstrate effective sales techniques to upsell rooms, amenities, and products
Maintain a neat and organized work area
Maintain the integrity of Company proprietary information and protect Company assets
Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
Maintain complete knowledge and comply with company policies and procedures
Maintain neat, clean, and professional appearance according to standards
Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
Develop and maintain a positive working relationship and support the team to achieve our goals
Attend required training and meetings
All other duties as assigned, planned or un-planned

Bachelor’s degree in Business or related training equivalent - required
1+ year of relevant work experience in similar scope and title – required
Experience within luxury brand/markets - required
Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment
Ability to remain calm in various situations, use sound judgment and effectively solve problems
Ability to read and interpret documents such as safety rules and procedural manuals
Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
Strong written, verbal, and interpersonal skills
Comprehensive knowledge of office equipment and property management systems

Student or graduate of hotel management – preferred

Marriott Employee Discounts Worldwide
Medical, Dental, Vision Insurance
Company-Sponsored Life Insurance
Short & Long-Term Disability Insurance
Tuition Reimbursement Program
401(K) with Discretionary Company Matching Contributions
Employee Assistance Program

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