Guest Service Agent Lead

Marriott•Atlanta, GA

1d•Onsite

About The Position

This position involves organizing and coordinating group check-in/pre-registration procedures, selling accommodations to guests without reservations, and managing sold-out situations by identifying over-committed rooms and arranging alternative accommodations. The role also includes blocking rooms in the computer system, performing duplicate reservation checks, running and checking daily reports, supplying guests with directions and information, and handling guest requests, questions, or concerns to ensure satisfaction. Additionally, the role involves arranging transportation, issuing safe deposit boxes, managing cash and payments, and assisting management in motivating and coaching employees. The Guest Service Agent Lead is expected to follow company policies, maintain a professional appearance, protect company assets, and provide excellent guest service. This includes anticipating and addressing guest needs, assisting individuals with disabilities, and communicating clearly and professionally. The role also requires developing positive working relationships, supporting team goals, and identifying ways to improve efficiency and safety. Physical requirements include standing, sitting, or walking for extended periods and lifting objects weighing up to 25 pounds.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.
None

Responsibilities

Organize and coordinate group check-in/pre-registration procedures.
Sell a room/accommodation to guests without reservations.
Anticipate sold-out situations, identify how many rooms are over-committed; obtain alternative accommodations for guests with reservations.
Block rooms in the computer, identify designated requirements.
Perform duplicate reservation checks.
Run and check daily reports/contingency lists.
Supply guests with directions and information.
Answer, record, and process all guest, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
Arrange transportation for guests/visitors.
Issue safe deposit boxes.
Count and secure bank at beginning and end of shift.
Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.
Assist management in motivating and coaching employees; serve as a departmental role model.
Follow 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.
Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships; support team to reach common goals.
Ensure adherence to quality standards; identify and recommend new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Stand, sit, or walk for an extended period of time.
Enter and locate information using computers/POS systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds.
Perform other reasonable job duties as requested by Supervisors.