Lead Front Desk Agent

Marriott•Atlanta, GA

34d•Onsite

About The Position

This position is responsible for assisting staff with expediting problem payments, following up with guests regarding satisfaction, processing guest check-ins and check-outs, handling all payment types, managing sold-out situations, and addressing guest calls and concerns. The role also involves coordinating with Housekeeping, running daily reports, cashing checks, reviewing shift logs, managing bank counts, and balancing receipts. Additionally, the Lead Front Desk Agent will assist management in training and motivating employees, serve as a role model, report safety issues, and ensure adherence to company policies and standards. This role requires maintaining a professional appearance, ensuring confidentiality, anticipating guest needs, communicating clearly, and developing positive working relationships. Physical requirements include standing, sitting, or walking for extended periods and lifting objects weighing up to 10 pounds.

Requirements

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

Responsibilities

Assist staff with expediting problem payments (e.g., problems processing credit card).
Follow up with guest regarding satisfaction with guest-related issues.
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Cash guests' personal checks and traveler's checks.
Review shift logs/daily memo books and document pertinent information in logbooks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to Accounting specifications.
Assist management in training, motivating, and coaching employees; serve as a role model.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
Anticipate and address guests’ service needs.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards.
Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.