What are the responsibilities and job description for the Front Desk Agent - Merriweather Lakehouse Hotel position at Merriweather Lakehouse?
Job Description
Job Description
Position Summary :
At Merriweather Lakehouse, an Autograph Collection by Marriott hotel, we brilliantly harmonize the vibrant energy of live music with the professionalism of corporate hospitality. As a Guest Experience Agent, you will be the first point of contact for our guests, ensuring a seamless and unforgettable stay from check-in to check-out. Your role encompasses a dynamic hybrid of guest experience, front office operations, and top-tier "At Your Service" quality, where no two days are the same. You'll master the art of balancing a welcoming vibe with smooth, efficient Front of House operations, turning every guest interaction into something marvelous & memorable. Get ready to wow guests, solve challenges, and bring your energy to the heart of our hotel's vibrant, one-of-a-kind atmosphere.
Key Responsibilities :
- Guest Check-In and Check-Out :
Greet guests upon arrival with a warm and professional demeanor.
Verify and confirm reservations, assign rooms, and issue room keys.
Process all payment types, including room charges, cash, debit, or credit.
Handle guest check-outs, ensuring all charges are accurate and resolving any late or disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
Operate the hotel phone, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension.
Provide information to guests about room features, property amenities, and local areas of interest.
Assist guests with accessing the internet and guest room entertainment.
Log all guest requests or issues into the computer system, contact the appropriate department (e.g., Housekeeping, Maintenance), and follow up to ensure resolution.
Coordinate with Housekeeping to track the readiness of rooms for check-in.
Communicate parking procedures to guests and dispatch bell staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Ensure proper key control and adhere to all security measures and protocols.
Address guest concerns promptly and direct them to the appropriate departments (Housekeeping, Engineering, Banquets, AV, F&B, Bell / Shuttle, and Security) for resolution.
Manage phone line communications, mobile chats, and other guest interaction channels with professionalism and efficiency.
Complete all shift work and necessary checklists accurately by the end of the shift.
Prepare and review MOD reports, ensuring accuracy, especially for End of Day summaries.
Stay up-to-date with safety procedures through training and apply them consistently.
Maintain a professional appearance, ensuring uniforms and personal presentation meet hotel standards.
Safeguard the confidentiality of guest and hotel information at all times.
Complete all mandatory Marriott and Franchise Group training with full understanding.
Qualifications :
Education : High school diploma or G.E.D. equivalent required; college coursework in a related field is beneficial.
Experience : Prior experience in a hotel is highly preferred
Skills :
Strong communication and interpersonal skills.
Ability to multitask and handle various guest requests efficiently.
Proficiency in computer systems and hotel management software.
Basic accounting skills and previous cashier experience.
Fluency in English; additional languages are a plus.
Physical Requirements :
Ability to stand for extended periods, up to 8 hours.
Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
Work Environment :
Merriweather Lakehouse, a prestigious 4-star hotel, is committed to providing exceptional service in line with the Autograph Collection brand. This position is based in a dynamic, guest-focused environment where creating memorable experiences is our top priority. You will engage with guests in a lively, fast-paced setting, with a focus on delivering outstanding service. The role may require standing for extended periods, up to 8 hours, while addressing guest requests and concerns with professionalism and a welcoming attitude. Reliable attendance is essential, and candidates must have dependable transportation to ensure punctuality and consistent attendance in accordance with our strict attendance policy.
Additional Information :
Merriweather Lakehouse is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage all qualified individuals to apply, including those with disabilities and veterans.
By joining our team, you will be part of a dynamic and supportive environment dedicated to providing exceptional guest experiences.
Note : This job description is intended to provide a general overview of the responsibilities and qualifications for the Guest Experience Agent position It is not an exhaustive list of all duties and may be subject to change based on the needs of the hotel.
Background screening is required for this position. You will receive a message requesting authorization.
