Front Desk Agent

Front Desk 1st Shift Job Description and Expectations

Shift:7am-3pm

§ Front desk associates should clock in 5 minutes before the start of the start of the shift.

§ Associates are to be in uniform, wearing a name tag, and well groomed.

§ The drawer is to be counted and confirmed at $250.00 with the previous shift still present so any discrepancies can be discussed and fixed. If an associate does not do this, they are responsible for any cash shortage in the cash drawer.

§ Follow the A.M Checklist provided in the drawer and print all reports accordingly.

§ Review all arrivals for the day in GXP: EMPOWER via the Guest Planning Screen. Check all guest preferences and stay history. Do your best to accommodate all guest requests.

§ Send pre-arrival emails to all guests who have email preferences as yes in GXP. For those who are not Marriott Bonvoy Members encourage them to join Marriot Bonvoy and include the enrollment link found in the footer of the Pass on Log.

§ Prepare welcome letters for all Marriott Bonvoy Members and get bags ready for check-in. Have bags clearly labeled and thoughtfully set out for your 2nd shift coworker.

§ The phone should be answered within 3 rings whenever possible.

§ Always prioritize in-person guests above customers over the phone. Always thank the customers on the phone for their patience while putting them on hold to serve in-person guests.

§ When making guest reservations, be overly communicative and repeat every detail to ensure there are no errors in our system or miscommunications between hotel and guest. All guests must be informed of any rate fluctuation during their stay and our 48-hour cancellation policy.

§ Provide Executive Housekeeper or Assistant with all guest requests regarding the housekeeping department for both arrivals and in-house guests.

§ Verify all late checkouts with the Executive so the HK team can plan accordingly.

§ Call all expected departures at 11:15 A.M to ensure all rooms are gone and ready to be cleaned

§ Alert the Executive immediately of any guests that leave before their expected departure date or that extend their stay. These changes impact the status of the room and the daily plan for operation, so this information must get to the Executive. Failure to do so without GM approval will result in a write-up, no exception.

§ Collect all pre-paid reservation payments for the day.

§ According to the Credit Card Auth/Exception report, call any rooms/guests that do not have a card authorized for the proper amount and collect a new CC from them promptly. If you are unable to contact a guest alert a supervisor.

§ Keep the Market stocked and nice to look at.

§ Keep lobby area clean and guest ready.

§ Desk is not to be left unattended. Ask Executive, housekeeper, or manager to bring up any items a guest has requested or ask the guest kindly to come get them from you at the desk if other team members are unable to assist.

§ As the checkout attendant, you are the final point of contact a guest will have to remember our property by. Make sure to meaningfully ask them how their stay was and invite feedback.

§ Practice the L.E.A.R.N model with any guests who voice issues that may have occurred during their stay. Our goal is to have every guest leave 100% satisfied so make sure to treat each and every guest problem with the utmost importance and offer them resolution quickly and sufficiently.

§ Use your best discernment to resolve the issue. Alert GM before executing any resolution and if you feel the guest deserves compensation of any kind speak with GM and leave it up to them.

§ We are not to solicit any reviews per Marriott, however guests will be more inclined to leave us positive reviews when we are intentional and meaningful with our interactions with them. We want guests to feel so welcome and taken care of they feel compelled to leave us a 10 of their own volition.

§ Close shift and re-count the drawer once the 2nd shift associate arrives and drop any cash you took in for your shift.

§ No overtime is permitted unless directly approved by your GM

§ All work-related issues are to be brought to your FDM or GM

§ The front desk position is an integral part of hotel operations, therefore if you are unable to make it to your scheduled shift, you are expected to find your replacement. Your FDM or GM is not your replacement unless a necessary circumstance causes it to be so.

§ A valid call-in must be done 2 hours before the shift begins. If you do not alert FDM or GM by 5am without finding a replacement, you will receive a write-up.

§ All employees are subject to cross-training. To be a team member you must be a team player!

Job Type: Part-time

Pay: $15.00 - $16.50 per hour

Schedule:

• 8 hour shift
• Day shift
• Morning shift

Work Location: In person

Salary : $15 - $17