What are the responsibilities and job description for the Front Desk Agent - Franchised position at Marriott International?
Job Category Rooms & Guest Services Operations
Location Residence Inn Miami Aventura Mall, 19900 West Country Club Drive, Aventura, Florida, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
Additional Information: This hotel is owned and operated by an independent franchisee, Turnberry Associates. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
POSITION SUMMARY
The Front Desk Agent is responsible for providing exceptional first impression to our guests and have a natural passion for delivering flawless service. This position requires the ability to problem solve and be comfortable multi-tasking on a terminal while conducting guest registrations and guest departures. This position must maintain the highest standards and expectations upheld by the Residence Inn by Marriott brand standard.
RESPONSIBILITIES:
• Welcome and register guests into hotel, fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures, using standards of service
• Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested
• Check guests out of the hotel in accordance with procedures; make change, and post charges to guest accounts, using standards of service
• Promote Turnberry Hospitality and brand-specific marketing programs
• Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests, including Marriott Bonvoy members, through attention to detail and loyalty recognition
• Ensure Bonvoy members and VIP Guests are recognized, with loyalty program in place
• Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
• Quote and be familiar with room and rate availability for current and future dates
• Accept reservations, changes, and cancellations, as needed
• Work closely with the housekeeping and engineering staff to coordinate the efficient handling of guest requests, room availability and guest luggage
• Follow up on guest requests. Handle and resolve guest problems or complaints, using standards of service
• Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
• Keep all support departments informed of necessary information or requests
• Answer phones according to service standards and within 3 rings
• Complete key packets
• Reconcile transactions at the close of the shift and cash out.
• Have thorough knowledge of hotel facilities, hours of operation and special service codes
• Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk
• Handle hotel emergency procedures and situations with maturity and professionalism
• Perform additional duties and projects as assigned
Always maintains professionalism, demonstrating courtesy and respect to guests and co-workers
• Ability to learn and interpret such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to constantly communicate effectively with guests and co-workers; respond to guest requests
• The person in this position needs to regularly stay in a stationary position often move about in the front desk area and occasionally traverse between front desk and other areas of the hotel.
• Occasionally ascend/descend stairs and step ladders to reach high places, including shelves.
• Regularly positions self to search and retrieve items under desks, lower shelves.
• Regularly operates a keyboard, a mouse and other office equipment and tools.
• Must be able to assess, inspect, observe guests and documents from close and far distance.
• Must be able to distinguish odors to detect smoke or other foul odors.
• Occasionally adjusting, lifting, or moving packages and equipment up to 50 pounds.
• Majority of duties performed indoors. Noise level moderate
• Business demands dictate work hours and schedules. Attendance and timeliness are a requirement of this position.
• Adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance.
• Adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.
401(k)
Dental insurance
Employee discount
Flexible schedule
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
This company is an equal opportunity employer.
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