Lead Guest Services Agent

Marriott•Atlanta, GA

21h•Onsite

About The Position

This role involves organizing and coordinating group check-in/pre-registration procedures, selling accommodations to guests without reservations, and managing sold-out situations by finding alternative accommodations for guests with reservations. The agent will block rooms in the computer system, identify designated requirements, and perform duplicate reservation checks. Daily reports and contingency lists will be run and checked. The position requires supplying guests with directions and information, answering and processing guest requests, questions, or concerns, and following up to ensure satisfaction. Additionally, the role includes arranging transportation for guests, issuing safe deposit boxes, managing and securing the bank at the beginning and end of shifts, processing payments, and providing change. The Lead Guest Services Agent will also assist management in motivating and coaching employees, serving as a departmental role model, and adhering to company policies and procedures. This includes reporting accidents, maintaining a professional appearance, protecting company assets, and maintaining confidentiality. The role requires welcoming and acknowledging guests according to company standards, anticipating and addressing service needs, assisting individuals with disabilities, and thanking guests with appreciation. Communication skills are essential, including speaking clearly and professionally, preparing written documents accurately, and answering telephones with appropriate etiquette. Developing and maintaining positive working relationships, supporting team goals, and ensuring adherence to quality standards are also key. The position involves identifying and recommending ways to increase organizational efficiency, productivity, quality, safety, and cost-savings. Physical requirements include standing, sitting, or walking for extended periods, entering and locating information using computers/POS systems, and moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 25 pounds. Other reasonable job duties may be requested by supervisors.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.

Nice To Haves

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.