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, Janus Hotels and Resorts, Inc. 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.

To assist our guests efficiently and courteously in all Front Office related functions, while projecting Marriott's high standards of service and professional hospitality at all times.

Technical Skill Requirements:
• Ability to perform all Front Office associate duties as outlined in hotel specific training outlines and property specific checklists.
• Familiar with frequently used Standard Operations Procedures.
• Basic knowledge of how to operate all Front Office equipment. Ability to solve basic equipment problems and/ or who contact for resolution.

Marriott's Hospitality Skill
• Professionalism and courtesy are to be extended at all times to guests, associates and vendors.
• Guests should be professionally greeted within 5 ft. of your area when in public areas of the hotel.
• Personal/ business conversations among associates to be stopped in order to assist guests.
• Associates should remain highly visible and be readily available for guests at all times.
• Associates should always demonstrate self-confidence, energy, and enthusiasm.
• Associates are equally responsible for their continuous training/ personal development, especially professional hospitality skills and proactive approaches to solve guest or hotel concerns.
• Associates should take responsibility to formally or informally learn about other departments within the hotel.
• Associates are encouraged to offer improvement ideas and acknowledge good performance of others.
• Use empowerment to exceed associates expectations and resolve conflicts.
• Associates are to work as a team helping all teammates to complete the required activities, which will ensure guest satisfaction.
• Associates are encouraged to offer improvement ideas and acknowledge good performance of others. Attending CIM (Continuous Improvement Meetings) regularly offers a great opportunity to express suggestions and assist with problem resolution.

Job Description/ Essential Job Functions
Front Desk Agent
Page 2

PBX Skill Requirements:
• Familiar with property, departments, hours of operation, and services of the hotel.
• Keep abreast of daily functions and current information in regard to hotel activity.
• Answer phones within 3 rings using proper Marriott greeting and etiquette.
- Understand and carry out specific duties for: fire alarms, bomb threats, and medical emergencies.
- Ability to make long distance, international, or special billing telephone calls.
- Receive and deliver clear and professional messages in PMS and offer assistance with voice mail.
- Answer basic Front Office related questions.
- Properly send, receive, and log faxes in a timely manner.
- Properly accept, log, and maintain mail in an organized manner.
- Report, log, and follow-up on telephone equipment malfunctions.
- Confirm, record, and deliver wake-up calls (using manual sheet and/ or switchboard).
- Use and explain the use of TDD equipment for hearing impaired.
• Assist team in completing daily responsibilities.

Front Desk Skill Requirements:
• Assist guests by demonstrating the ability to:
- Properly assign room locations, rate room selling strategies, and guaranteed or requested room types.
- Have daily knowledge of groups or functions in-house and local current events.
- Understand qualified discounts, their availability and application of vouchers.
- Accurately handle future and same day reservations or take walk-in guests.
- Check-in and check-out guests in a knowledgeable, efficient, and professional manner.
- Assist guests with safe deposit box use at Front Desk.
- Post, correct, or adjust charges to guest account as necessary.
- Be knowledgeable of hotel credit, cash in advance, and check cashing procedures.
- Maintain accuracy in cash handling procedures.
• Perform all shift checklist responsibilities.
• Support team members to ensure the team's entire workload is completed daily.
• Actively identify barriers and attempt to resolve within the team.
• Nurture team and teamwork concept.

This company is an equal opportunity employer.

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