Front Desk Agent

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Desk Agent

Additional Information: This hotel is owned and operated by an independent franchisee, Yogi-Mahesh Corporation. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Summary: The Front Desk Associate is responsible for ensuring guests are checked in and out for the hotel while answering any questions or concerns guests or visitors may have.

Essential Duties and Responsibilities:
•Processes guest check-in and check-out in a hospitable and friendly manner
•Provides good customer service
•Enforces and executes all cash handling, check, and credit policies in order to accurately balance transactions, charges and payments, and guest billing.
•Delivers all guest messages, mail, and packages in a timely manner
•Maintains accurate guest and room status information by completing through reviews as assigned
•Greets persons entering establishment immediately and directs or escorts them to specific destinations
•Operates front desk equipment including but not limited to: Switchboard and PMS
•Operates all ADA Compliant devices including pool lift and TTY accessibility suitcase
•Maintains consistent communication especially with all departments
•Completes necessary shift paperwork and ensures accuracy for: shift checklist, log book, courtesy call back log, bank/shift sign-over, adjustment log, vendor log, and all other forms or checklists assigned
•Verifies credit cards for authorization using electronic acceptance methods
•Closes guest accounts at time of check out and assures satisfaction
•Researches and attempts to resolve guest complaints or problems within the established guidelines
•Completes the reservation process for both guest rooms and meeting rooms
•Assists with cleaning up the lobby and monitoring the breakfast bar
•Performs an average score of at least 6 on 2 test calls per quarter, if tested
•Produces 2 potential sales leads though internet research each week
•Prints downtime reports during each shift
•Completes coaching calls as required
•Stocks and maintains product inventories for Suite Shop/Market
•Performs all other duties as may be assigned

Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments

Safety - The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All products and equipment are stored in its proper location. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis. Standard operating procedures, safety work rules and good general manufacturing practices are followed on a daily basis.
Oral communication - speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions;
Uses reason even when dealing with emotional topics.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure

Time Management - Prioritizes work activities; uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred.

Language Skills: Ability to read; analyze, and interpret documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.

Computer and Equipment Skills: General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe and Internet Explorer. Website training a plus. Must be able to operate a calculator, fax and printer.

This company is an equal opportunity employer.

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