Hotel Front Desk
Courtyard by Marriott
Chapel Hill, NC, United States
Full-time
Job title : Guest Service Agent
Reports to : Front Office Manager
Job purpose
To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.
Responsibilities
- Report to work on time and in proper uniform adhering at all times to company grooming standards.
- Maintain complete knowledge of correct maintenance and use of equipment.
- Anticipate guests' needs, respond promptly and acknowledge all guests regardless of business volume.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of front desk work area.
- Demonstrate complete knowledge at all times of :
A. Hotel features / services and hours of operation.
B. Room types, numbers, layout, dcor and locations.
C. Room rates, special packages and promotions.
D. Daily house count and expected arrivals / departures.
E. Room availability for any given day.
F. Scheduled in-house group activities, locations and times.
G. Hotel and departmental policies and procedures.
- Answer incoming calls within 3 rings using correct greeting and telephone etiquette.
- Review par levels for supplies during shift and replenish as needed.
- Make guest reservations when applicable.
- Consistently update front desk communication / guest service log.
- Enter all maintenance requests into Hotel Service Pro as requested.
- Maintain a professional voice and demeanor when communicating over the hotel radio.
- Assist front office management team with reviewing the following reports :
A. Credit limit
B. Reservations made yesterday
C. Rate check / Rate variance
D. Housekeeping status reports
- Run "emergency reports" as per the company requirements.
- Must be proficient with all "emergency" procedures.
- Perform necessary functions for setting up the next shift.
- Perform accurate and efficient bucket checks.
- Assist the sales department with group key packets, welcome letters, etc.
- Ensure that wake up calls are set up accurately and in a timely manner.
- Assist guests with reports of lost / stolen articles, following hotel policy.
- Adhere to hotel policies and procedures for guest / team member accidents or injuries and emergency's.
- Conduct guest "welcome" call according to brand standards.
- Ensure security of guest room access.
- Enter sales rooming lists if requested.
- Assist front office management team in researching disputed charges as requested.
- Be proficient in procedures for the proper handling of sold out nights and walking guests to another property.
- Maintain current list of available locations for walk situations.
- Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management.
- Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
- Ensure that all VIPs are pre-registered according to standards.
- Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.
- Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
- Print special requests report and block rooms according to specifications.
- Balance room types throughout day.
- Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit.
- Review resumes for arriving groups, prep for check-in / preregistration.
- Coordinate delivery time of amenities with food and beverage to ensure timely delivery.
- Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department.
- Check for any special shuttle service requests.
- Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.
- Ensure that all shift checklists are completed.
- Communicate all pertinent information to the next shift, especially as it pertains to "follow up" items.
- Maintain confidentiality of guest information and hotel data.
Guest Relations
- Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
- Is readily available and approachable to all guests.
- Interact with guests on a frequent basis to obtain feedback about their experience.
- Anticipate the needs of large groups or high profile guests in order to deliver flawless service.
- Be visible at the front desk during shift. Never leave the front desk unattended.
Team Interaction
- Encourage and build mutual respect and cooperation among team members.
- Communicate effectively with all property team members.
- Respond in a timely manner to all members of the Management Team.
- Be professional and courteous towards team members at all times.
Company / Brand Policies & Procedures
- Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.
- Adhere to safety policies and procedures to ensure a safe working environment for all team members.
Qualifications
- High School diploma or equivalent.
- Must have at least 1 year guest service experience in similar size property.
- Ability to perform job functions with attention to detail, speed and accuracy.
- Ability to prioritize and organize.
- Clear thinker, remaining calm and resolving issues using good, sound judgement.
- Ability to follow directions thoroughly.
- Ability to stand for long periods of time.
- Able to professionally handle guest complaints.
- Able to work effectively and efficiently with all departments.
- Willing to work flexible hours to include weekends, holidays and late nights.
- Maintain a professional appearance at all times.
- Able to multitask and work in a fast paced environment.
- MUST have a passion for providing "excellent" customer service experience.
- And any other job function deemed appropriate by management*
30+ days ago