The Front Desk Agent greets and welcomes guests upon arrival in a warm, comforting and connecting manner. Register guests into the computer, verifying registration, address, and credit information. Promote the Marriott Preferred Guest program and provide recognition and benefits to all present members. Accept payment for guests accounts both at time of registration and check out. Maintain a house bank and make a deposit and accurate report of receipts daily. Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested. Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions. Book reservations for those guests who approach the Front Desk. (This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.)
Benefits: Some of the great benefits of being part of the Citizen Hotel Team include: Medical, Dental and Vision coverage, Pension Trust Fund, Associate Hotel Discount Rate program, and Career Development.
ESSENTIAL JOB FUNCTIONS:
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Citizen and brand 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 refreshment center keys as appropriate.
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, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication. Input messages into the computer.
Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
Specific Job Knowledge, Skills and Abilities
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
Must have a high school diploma or equivalent.
Must be able to speak, read and write English.
Must have at least 1 year previous guest service experience in a professional work environment, preferably Hotel experience.
Must have previous cash handling experience and be able to follow the cash handling policy.
Must be able to stand and/or sit for extended periods of time up to an eight (8) hour shift.
Must have a flexible schedule and be able to work morning, mid and night shifts, weekday, weekends and holidays.
Must be able to lift up to 15 lbs.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Requires manual dexterity to use and operate all necessary equipment.
Must be able to bend, stoop, squat and stretch.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, listening and hearing ability and visual acuity.
Onsite physical attendance required
Interstate Hotels & Resorts is an EEO/AA/Minorities/Female/Disabled/Veterans Employer. Click here and here to navigate to the "EEO is the Law" poster and supplement.
If you need accommodation for any part of the employment process because of a medical condition or disability, please call (703) 387-3830 or email ADA.Assistance@interstatehotels.com with the nature of your accommodation request and include the Hotel location and title of the job opening. Please allow one (1) business day for a reply.
Interstate Hotels & Resort