Description
PURPOSE OF POSITION ... Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay.
ESSENTIAL FUNCTIONS:
- Check guests in and out of room.
- Able to provide accurate and appropriate information to guests and customers.
- Greet and welcome guests, respond to guest requests and needs and answer any questions, providing accurate and appropriate information to guests and customers.
- Input and retrieve information routinely from computer systems with electronic and numerical codes. Make appropriate selection of rooms based on guests needs.
- Respond to guest requests and handle guest issues or report complaints to management.
- Remain calm and alert, especially during emergency and/or heavy hotel activity.
- Promptly answer telephone in a professional and clear manner. Input all information into computers to communicate guest requests and complaints.
- Answer guest questions regarding area or hotel, outlet information and services.
- Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Represent the hotel with professionalism and decorum.
- Follow all Marcus Hotels and Resorts policies and procedures, Marriott Standards, and Information Protection procedures.
- Attend all scheduled mandatory Guest Services Department meetings, trainings and hotel meetings.
- Make corrections and adjustments and handle all computer problems that might occur throughout shift.
- Perform all other related duties and special projects as requested and/or assigned.
POSITION REQUIREMENTS:
- High school diploma or equivalent required, prior hospitality experience preferred.
- Cash handling experience preferred.
- Must be able to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.
- Attention to detail.
- Basic mathematical skills and ability to operate a 10-key by touch.
- Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
- Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language.
- Ability to stand and move throughout the front office continuously to perform essential job functions.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Ability to access and accurately input information using a moderately complex computer.
- Must have excellent telephone etiquette skills.
- Must be able to represent the company in a professional, well-groomed and courteous manner.
Equal Opportunity Employer
