What are the responsibilities and job description for the Front Desk Agent position at Marquee Hospitality?
Front Desk Agent:
Now taking applications for Front Desk Agent is responsible for providing superior service to all guests by the rules regulations, policies, and procedures set forth by the company and brand.
Now taking applications for Front Desk Agent is responsible for providing superior service to all guests by the rules regulations, policies, and procedures set forth by the company and brand.
Principal Responsibilities:
- Professionally greets, registers, obtains pertinent information, and establishes credit before assigning rooms to guests.
- Identifies the needs of each guest and provides relevant information regarding the hotel services and amenities. Responds to all guest requests promptly.
- Takes reservations from incoming callers while providing superior service and inputs all information into the hotel management system. Updates and cancels reservations in the system as requested by the guest.
Job Duties:
- Problem-Solving- Identifies and resolves problems promptly. Develops alternative solutions, and uses reason at all times.
- Customer Service – Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service, and assistance. Delivers requested items to guests as needed including incoming faxes, mail, valet laundry, etc.
- Team Work – Contributes to building a positive team spirit. Treats others with respect and consideration regardless of their status or position. Communicate with the housekeeping department about room status and availability.
- Organizational Support – Follows policies and procedures.
- Quality - Look for ways to improve and promote quality while demonstrating accuracy and thoroughness. Applies feedback to improve performance. Monitors own work to ensure quality.
- Quantity – Meets productivity standards, completes work promptly, prioritizes and plans work activities, and uses time efficiently.
- Adaptability – Able to deal with frequent change, delays, or unexpected events, changing approaches or methods to best fit a situation.
- Compliance – Responsible for cash drawer content and transactions during the shifts. Ensures accuracy of daily deposits. Maintains accurate records including cash logs, registration cards, reservation cards, wake-up call sheets, shuttle logs, property walks, and all other logs as required.
- Safety and Security – Observe safety and security procedures; reports potentially unsafe conditions; Use equipment and materials properly. Maintains confidentiality. Maintain a current room status report in case of an emergency.
- Initiative - Asks for and offers help when needed.
- Dependability – Follows instructions, responds to management direction; completes tasks on time, or notifies the appropriate person with an alternate plan. Is consistently at work and on time.
Qualifications:
- A High School diploma or equivalent is preferred.
- Hospitality and/or customer service experience is preferred.
- The ability to develop an understanding of concepts, practices, pre-established guidelines, and procedures used by the company regarding guest service is necessary.
- Computer skills preferred.
- Physical Demands:
While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear. The employee is frequently required to stoop kneel, crouch, or crawl and taste or smell. The employee must regularly lift and or move up to 25 lbs, and occasionally lift or move up to 50 lbs.
Benefits:
Benefits:
- Employee can use more than 4 hotel stays per year.
- Provides a paid day off for birthday.
- Quarterly celebrations include exciting gift cards or bonus.
- Buddy program for employees so they have a person they can have as a go to.
- Flexible Schedules.
- Employee Receives 5,000 points per month when hotel achieves the 75% recognition.
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