What are the responsibilities and job description for the Front Desk Agent position at Maverick Hotels and Restaurants- HOTELS?
Our name embraces the Maverick spirit of substance over form, brining creativity and talent of inspired individuals together to accomplish great things.
Our Newly opened Delta by Marriott Chicago Willowbrook is currently looking for a Front Office/Guest Service Associate.
POSITION/PURPOSE
The Front Office / Guest Service Associate is responsible for providing attentive, courteous and efficient service to all guests during check-in and checkout and throughout their stay, in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following represents a list of essential duties and responsibilities; other duties may be assigned as required.
• Greet, check-in and checkout guests approaching the Front Desk in a friendly, efficient and courteous manner and in accordance with company, hotel and brand standards.
• As needed, assist with scheduling, hiring and training front desk employees.
• Monitors, coaches, and evaluates guest service representatives and night auditors.
• Answer guest inquiries about hotel services, facilities, restaurants, transportation, entertainment and hours of operation in a timely manner.
• Resolves guest challenges and takes appropriate action to ensure 100% guest satisfaction.
• Build rapport with rewards members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.
• Identify, solicit and sign up potential reward members (if applicable).
• Maintain and market promotions and guest programs.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Follow all cash handling and credit policies.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Always Use proper two-way radio and phone etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Review Front Office log daily.
• Be aware of all rates, packages, special promotions and closed out/restricted dates as listed.
• Be familiar with all in-house groups.
• Have knowledge of emergency procedures and assist when needed.
• Fill in and support coworkers and team as needed to ensure efficient operation.
• Perform duties, special assignments and projects as requested by management.
Education & Experience:
• High School diploma/GED or equivalent education/experience required.
• Experience in a hotel or a related field preferred.
• 2 years of front desk experience required.
• Computer experience with basic proficiency in Microsoft office and hotel property management systems required.
