Hotel Front Desk Associate

Sree Hotels•Matthews, NC

4d•$0 - $15•Onsite

About The Position

The Courtyard by Marriott in Matthews, NC, is seeking a full-time Front Desk Associate. This role serves as the guests' first point of contact and manages all aspects of their accommodation. The ideal candidate will have excellent customer service skills, attention to detail, and a positive, cheerful personality. This position is responsible for ensuring an exceptional and memorable experience for guests, whether by providing local information or meeting their needs during their stay.

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.
Fluency in the English language and the ability to speak, hear, read and write are required.
Ability to work any hours/days of the week necessary to meet business requirements.

Nice To Haves

Experience using hotel reservation system such as Lightspeed, FOSSE or PEP 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.