FRONT DESK AGENT

Front Desk Agent

We are looking for our next Front Desk Agent, who will be responsible for checking guests in and out, and being the first point of contact for guest requests and issues. At the Marriott Fisherman's Wharf, our guests have unparallelled access to world-famous attractions like the Golden Gate Bridge, Oracle Park, and Pier 39. For a meal, they may visit Red Fin Restaurant, or enjoy craft cocktails at Red Fin Lounge. Our team members work hard to ensure that every guest's stay is remarkable, every time. Starting pay is $35.06 / hour with wage rate increasing to $35.40 / hour after 9 months and 36.50 / hour after 18 months. This position is part of the Teamsters Local 856 Union. Schedules are based on business needs, and full-time hours may not be guaranteed.

Overview :

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths :

Front Desk Supervisor Front Desk Manager Front Office Manager - Operations Manager-Assistant General Manager General Manager Area Vice President of Operations

Key Duties & Responsibilities :

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of : a) all hotel features / services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals / departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit / payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments / personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education and Experience :

Crestline Hotels & Resorts is an Equal Opportunity Employer / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.