Hotel Front Desk/PBX Agent

Marriott Phoenix Resort Tempe at the Buttes•Tempe, AZ

3d•Onsite

About The Position

This role is responsible for managing guest check-ins and check-outs, responding to inquiries and resolving problems in an efficient, courteous, and professional manner to ensure maximum customer satisfaction while adhering to all Standard Operating Procedures (SOPs) and Local Standard Operating Procedures (LSOPs). The position also involves working within the PBX department.

Requirements

High School education or equivalent experience.
Three months to one full year of employment in a related position with this Company or other organizations.
Working knowledge of the Front Desk aspect of Marriott’s/Columbia Sussex’s services, policies, or operations and a general knowledge of the hotel.
Working knowledge of and ability to operate computer equipment and the reservations system.
Ability to read and speak English.

Nice To Haves

A second language is preferred.

Responsibilities

Handle guest registration and room assignments, accommodating special requests whenever possible.
Pre-register, block reservations, and take same-day and future reservations, following hotel rate structures, discounts, and sell strategies.
Process guest check-ins and check-outs in accordance with hotel credit/cash handling policies efficiently and in a friendly manner.
Resolve customer complaints and assist with all inquiries regarding hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
Cancel room reservations according to procedures.
Handle customer walk-ins in a professional and courteous manner according to procedures.
Work in the PBX department.
Inventory guest room keys according to policy and request re-keying as necessary.
Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservations.
Verify registration cards against the computer to ensure accuracy of name, type of payment, rate, and market segment.