Hotel Front Desk Associate/Shuttle Driver

Sree Hotels•Durham, NC

76d

About The Position

The SpringHill Suites by Marriott Raleigh-Durham Airport/RTP is hiring for a full-time Front Desk Associate to serve as our guests' first point of contact and manage all aspects of their accommodation at the hotel. The person hired for this position will also drive the hotel shuttle. The hours are 3pm-11pm; weekday and weekend availability is required. Position Summary: As a Front Desk Associate, you will play a vital role in ensuring an exceptional and memorable experience for guests. Front Desk Associates are the face of the hotel and therefore must have excellent customer service skills, attention to detail, and a positive and cheerful personality. Whether you are providing information about the local area or ensuring their needs are met during their stay, your dedication to customer service will be instrumental in exceeding guest expectations. Shuttle Driver Primary Purpose: To transport guests in a prompt, friendly and courteous manner using safe driving practices.

Requirements

1 year experience working as a hotel front desk agent required
Competent computer skills including knowledge of Microsoft Word and Excel
Organization skills and attention to detail
Friendly and customer service oriented
Good interpersonal and problem-solving skills
Ability to work weekends is required
Must have a valid driver’s license
Must have an acceptable Driving Record, with at least two years driving experience on a full license
Must be able to handle guest luggage in loading and unloading hotel vehicle

Nice To Haves

Experience using hotel reservation system such as Lightspeed, FOSSE or OnQ is a plus.

Responsibilities

Greet guests at check-in with a smile and warm welcome, and complete the registration process, according to brand and company standards, by entering and retrieving information from system, confirming guest information and identity, referring to guest by name, confirming room rate and type, assigning room, coding electronic keys, acknowledging loyalty status, promoting marketing programs, providing welcome information, and ensuring guest knows location of room and elevator
Greet guests at check-out with a smile and warm greeting and complete the check-out process, according to brand and company standards, including referring to guest by name, confirming room rate and other charges (e.g. market and dining purchases, parking, etc.) are accurate and accounted for in the system, confirming payment method, update if needed, processing payment, and printing or emailing folio (confirm email, if applicable). Document guest’s preferences, to ensure the best possible experience for future stays, by updating guest’s profile.
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
Use up-selling techniques to promote hotel services, facilities and benefits of loyalty program
Follow acceptable phone etiquette by answering phone promptly, using a polite professional greeting and offering assistance
Respond to guest inquiries and requests promptly, and in a friendly and efficient manner.
Use attentive/active listening skills when fielding guest complaints. Apologize, empathize and take prompt action to resolve complaint. Escalate to a manager, if necessary.
Complete designated start and end-of-shift tasks and reports
Inform customers about payment methods and verify their credit card data
Listen and respond immediately to customer and associate inquiries and requests for assistance
Greet customers in a welcoming and friendly manner
Comprehend and abide by all traffic regulations while transporting customers to and from the airport or other designated site
Remain calm and alert at all times while operating vehicle, especially in high traffic areas
Lift luggage, packages and boxes from cars, vans, and carts, placing items on the ground, onto baggage carts, or conveyors
Maintain cleanliness of the hotel vehicles by cleaning and washing it when needed
Take vehicles for periodic servicing and fueling as required
Complete a pre-driving checklist for vehicles on a daily basis ensuring that all operational parts are in proper working order