Guest Services/Front Desk Agent Details

Guest Services/Front Desk Agent

Fairfield Inn & Suites by Marriott Louisville Jeffersonville - Jeffersonville, IN

Employment Type : Full-Time

Job Title: Guest Service Representative/Front Desk Clerk-Agent

Department: Front Desk
Reports To: Assistant General Manager/General Manager

PREVIOUS MARRIOTT EXPERIENCE A PLUS

Summary:
Responsible for greeting and welcoming guests to the hotel. Completes check-in and/or check- out of the guests stay. Accommodates special requests, follow thru with established check-in/out procedures.

Essential Duties & Responsibilities:

? Greet customers promptly with a friendly and sincere welcome. Use a clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as hotel amenities and local attractions.

? Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank. Accept and record vouchers and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

? Complete registration process by inputting and retrieving information from the computer system, confirming information including number of guests and room rate. Promote all marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and area’s attractions.

? Promptly answer the telephone using a clear speaking voice. Answer telephone with the hotel’s scripted greeting. Input messages into the computer and retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Ensure all guest correspondences are kept confidential.

? Close guest accounts at time of check out and inquire guest of satisfaction. In the event of dissatisfaction, contact management immediately.

? Resolve issues such as location changes, providing additional room amenities and credit issues.

? Record guest comments or complaints by listening and offering assistance in order to resolve any problems such as price conflicts, insufficient heating/cooling, etc.

? Performs miscellaneous job-related duties as assigned.

Other:
Regular attendance is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the nature of the hospitality industry, employees may be required to work varying schedules and holidays to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with the hotel’s rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

_Education Requirements: _
_ _ Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.

• Work Environment/Physical Requirements: *Requires continual standing and movement throughout front office area. Inside with protection from weather but not necessarily changes in temperature. Confined work area with considerable traffic, frequent interruptions and noise from telephones, voices and office machines. Periods of standing exceeding 50% of work shift are required. Physical activities include standing, talking, hearing, seeing, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling and bending. Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible

Grooming: Cleanliness and personal hygiene are not only common social standards, but are also an essential part of providing the best service to our guests. Neatness, moderations, and good taste in your dress and manner contribute much to the impression you make. As a Team
Member, you project the hotel’s image; therefore, it is important that you are well-groomed and dressed in a businesslike manner at all times.

Job Types: Full-time, Part-time

Pay: From $12.00 per hour

Schedule:

• 8 hour shift
• Holidays
• On call
• Weekend availability

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• No