Front Desk Agent - Full Time

Job Description

LINCOLNSHIRE, IL

JOB TITLE: FRONT DESK AGENT

DEPARTMENT: FRONT OFFICE

REPORTS TO: FRONT OFFICE MANAGER

ISSUE DATE: JUNE 24, 2019

Pay Range: $16.50 - $17.00

Full Time Benefits

Medical, Dental, Vision

Life Insurance

Health Savings Account

Flex Spending Account

Voluntary Benefits Plans

401(k) & Company Match

Employee Discount

Paid Time Off - Sick and Vacation

Purpose And Performance Goals

Advances the Art of Hosting by providing Brilliant service to our guests.

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, Resort information, directions, local attractions, and guest concerns.

Essential Duties And Responsibilities

Essential duties and responsibilities include the following (other duties may be assigned):

• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guest satisfaction in the rooms requested.
• Perform guest departure (check-out) on a daily basis by following computer procedures in order to close guest accounts and insure accuracy on the folio. Correct any problems that may have been added to the
  
  

folio to insure a satisfied guest at check-out.

• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise Resort
  
  

charges upon check-out and maintain accurate Resort records.

• Answers inquiries and accepts reservations, both in person and by telephone, by communicating Resort rates and information by using suggestive selling techniques to sell room nights, increase occupancy
  
  

and revenue.

• Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake-up calls and setting trace requests to
  
  

provide guests with timely and efficient service.

• Controls cash transactions at the front desk and maintains complete responsibility for transactions during the shift.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift check list to insure accuracy of all aspects of the shift.
• Process all guest mail, messages and faxes by receiving, sorting notifying and distributing to mailboxes and to guests in order to ensure the information is received in a timely manner.
• Maintains the Front Desk Manager’s report to enhance the department communication, and communicates any problems to the next shift coming in and the supervisor.
  
  

Qualifications

SUPERVISORY RESPONSIBILITIES – Not applicable

To perform this job successfully, an individual must be able to perform each essential 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 essential

functions.

Education And/Or Experience

High school diploma or GED. One year front desk or two years customer service experience; or an equivalent combination of education and experience preferred. Efficient working knowledge of various software such as Microsoft Excel, Word, and Power Point preferred.

Language Skills

Must be able to communicate clearly with guests, customers, supervisors, and fellow employees.

Mathematical Skills

Must be able to calculate amounts and apply basic addition, subtraction and multiplication.

REASONING ABILITY

Must be able to analyze routine data to make appropriate judgments regarding the process of guests checking in/out of the Resort.

CERTIFICATES, LICENSES, REGISTRATIONS – Not applicable

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to

Enable Individuals With Disabilities To Perform The Essential Functions.

Employees must be able to stand for extended periods of time. Use of hands, fingers, and arms is required. Job frequently requires standing, walking, bending, and crouching.

HOURS

Due to the business demands of the hospitality industry, and the fact that the Resort provides guest services 24 hours a day, 7 days a week, any employee may be required to work rotating shifts, including

weekends, night shifts, and/or overtime. Also, depending on business demands, hours may be reduced at any time.

• Employees are held accountable for all duties of job -
  
  

Acknowledgement

I have read and understand all of the above. I have reviewed the duties for which I am responsible, and understand this job description reflects management’s assignment of essential functions; and nothing herein restricts management/company rights to assign or reassign duties and responsibilities to this job at any time. This job description excludes marginal functions, incidental duties and special projects which I may be required to perform when assigned. I understand that this document does not create an employment contract and that I am employed by RFMBG Lincolnshire, LLC (Marriott Lincolnshire) on an "at-will" basis.