Front Desk Agent
Company: Fairfield Inn & Suites by Marriott Carlsbad
Posted on: November 25, 2022
Responsible for answering and transferring phone calls, checking
guests in and out of the hotel, taking reservations and interacting
with guests to provide the best quality service possible. Performs
sales and customer service functions related to guest registration,
reservations, and revenue collections, in a manner that will ensure
hotel guests receive a secure place to stay with friendly,
attentive service. ESSENTIAL DUTIES AND RESPONSIBILITIES:
--- Provide exceptional customer service to all hotel guests,
making their stay as comfortable and accommodating as possible
while achieving team and Brand goals. --- Perform quality assurance
(QA) requirements for department.
--- Communicate with Manager regarding status of groups.
--- Communicate with Housekeeping regarding VIP arrivals and
expediting VR rooms.
--- Communicate pertinent shift information to Manager/Supervisor
and team members both verbally and in writing via log-book. Update
--- Pass on pertinent information to next shift: Group information,
current selling strategy, follow-up required for guests or shift
--- Assist team with training, supplies and support in order to
consistently provide Brand quality service.
--- Register guests, assign rooms, & issue room keys.
--- Make courtesy call to guests to assure their complete
satisfaction with their room, etc.
--- Schedule and make Wake-up Calls.
--- Receive and transmit messages.
--- Keep records of occupied rooms and guests' accounts.
--- Make and confirm reservations.
--- Present statements to and collect payments from departing
--- Provide solutions to problems for guests, associates and
management. Use empowerment to exceed associate/guest expectations
and resolve conflicts.
--- Schedule dry cleaning service, post to guest folio and deliver
to guest rooms.
--- Perform administrative functions for guests, i.e., faxing,
coping, mailing, over-night mail service, and other clerical
--- Implement, monitor and carryout guest honors program.
--- Clean and maintain organized work area. Stock all printers and
restock any guest supplies needed at front desk.
--- Clean, organize, and maintain lobby area (news papers, coffee
table, clean doors, windows, etc. as necessary).
--- Post grocery-shopping tickets.
--- Coordinate meeting room function book; booking and quoting
dates; coordinating with other department's food and beverage
setups including coordinating the room facility, setups and
--- Posting charges and expenses to the folio for the meeting room
--- Deliver requested amenities to guest rooms (rollaway beds,
cribs, pillows, blankets, towels, small amenity items, etc.).
--- Verify bucket-check against computer information.
--- Count drawers, make deposit drop verified by witness, and run
--- Close and balance shift.
--- Communicate with Housekeeping Supervisor regarding early and
late check-ins, checkouts, stay-overs, and special requirements for
--- Document all maintenance related requests in the Maintenance
Request Log/or Work Order Book.
--- May perform housekeeping and minor maintenance duties as needed
or requested by management.
--- Use empowerment to exceed associate expectations and resolve
--- Remain highly visible and be readily available for guests at
--- Take initiative to offer assistance or answer questions
throughout the hotel.
--- Proper administration of key control.
--- Willingness and ability to train new associates.
--- Complete maintenance work orders and deliver to the supervisor
in a timely manner.
--- Thoroughly understand and implement the Brand service
--- Perform all shift checklist responsibilities.
--- Support team members to ensure the team's entire workload is
--- May be asked to operate a motor vehicle in the course of
running errands for the hotel.
--- Perform other duties as required.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an
individual must be able to perform each duty satisfactorily. The
requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be
made to enable individuals with disabilities to perform the job
Education and/or Experience:
--- High School diploma or GED preferred.
--- Six months to one year related experience preferred. Knowledge,
Skills and Abilities:
--- Ability to maintain confidentiality of business and financial
matters and information related to the property, owner(s),
partners, guests, associates, etc.
--- Good interpersonal skills. Ability to work in a courteous,
tactful and patient manner with other associates, management,
guests, vendors, suppliers, and other members of the general public
conducting business with the property.
--- Ability to communicate effectively verbally and in writing and
excellent telephone skills.
--- Ability to work in a fast-pace, high-energy and demanding work
--- Basic knowledge of hotel operations or ability to learn
--- Ability to work as a team player with all levels of
--- Dedicated, hard-working, self-motivated.
--- Good time management skills; multi-tasks skills; ability to
prioritize; and coordinate details.
--- Flexibility to adjust work priorities as necessary.
--- Practice safety standards at all times.
--- Computer skills required.
--- Skill in operation of tools and equipment listed below.
--- Complete knowledge of Emergency Equipment Manual, i.e., utility
and water shutoff equipment, fire alarm system/panel and emergency
--- Prompt and regular attendance.
--- Work flexible hours and/or overtime as required. The hotel
operates 7 days a week, 24 hours a day. Department schedules must
accommodate fluctuating business demands and associates may be
asked to work shifts other than those they prefer or normally work
and overtime as required.
--- Comply with hotel and/or department uniform and professional
behavior and appearance standards.
--- Carry out all reasonable requests by team leaders and managers
and act as a team player with all levels of staff.
--- Participate in all mandatory job training and meetings.
--- Adhere to property policies and procedures, the Employee
Handbook, and/or other property and IMM documents.
--- Immediately report any suspicious activities by guests or
--- Ability to successfully complete brand standard training
including brand service training.
--- Fax machine
--- Copy machine
--- Multi-line telephone console
--- Commercial coffee machine
--- Ozone machines
--- Vacuum cleaner; shop vac
--- Fire Alarm Panel
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described
here are representative of those that must be met by an associate
to successfully perform the functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the job functions.
--- While performing the duties of this job, the associate is
occasionally required to sit; regularly use hands to handle, or
feel objects, tools, or controls; and talk and hear.
--- The associate is regularly required to stand, walk, and reach
with hands and arms.
--- The associate must frequently lift and/or move up to 30
--- Specific vision abilities required by this job include close
vision and the ability to adjust focus.
--- The noise level in the work environment is usually
Job Types: Full-time, Part-time
Pay: From $15.00 per hour
* Dental insurance
* Employee discount
* Health insurance
* Life insurance
* Paid time off
* Referral program
* Vision insurance
* 8 hour shift
* Day shift
* Night shift
* Weekend availability
All staff are required to wear a mask while on duty. Guests are
encouraged to wear masks while on property.
* High school or equivalent (Preferred)
* Hotel experience: 1 year (Preferred)
Work Location: One location%58047475%
Keywords: Fairfield Inn & Suites by Marriott Carlsbad, Midland , Front Desk Agent, Sales , Carlsbad, Texas
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