Front Desk Agent

JOB SUMMARY

To welcome and acknowledge every guest professionally and with a smile. To address guests needs throughout their stay offering the highest level of customer service and offer them a fond farewell on their departure. 

Each interaction is to be completed following quality assurance standards, exceeding our guests’ expectations, and promoting a professional and positive image of JW Marriott Grosvenor House London. 

CANDIDATE PROFILE

Experience: 

• Previous experience working within a hotel front office environment or similar preferred.

Skills and Knowledge:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Stress management and the ability to make decisions under pressure
• Administrative and computer skills essential
• Dependability and reliability

Education:

• Good level of English essential

SPECIFIC TASKS

The following are specific responsibilities and contributions critical to the successful performance of the position:

Guest Satisfaction:

• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Offer guests directions and information regarding property and local areas of interest. 
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• To be empowered to deal with guests’ issues and problems, using the LEARN model, and seeking advice from a supervisor or manager when unsure what to do. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Thank guests with genuine appreciation and provide a fond farewell.
• Aid individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, etc).
• Comply with quality assurance expectations and standards and ensure these standards are executed during all interactions.  
• To be familiar with all hotel facilities and their times of operation as well as hotel events. 
• To handle VIP guests and make sure all special requirements are executed as per VIP guests requests or as per strategy. 
• All booking enquiries are handled in a professional manner and are used as a sales opportunity; to be aware of the hotel availability and to input and amend reservations as required. Use knowledge of availability to upsell premium rooms.
• Accept and record wake-up call requests and deliver to appropriate department.
• To offer demonstration of the room facilities, explaining the use of the telephone, mini-bar, hair dryer, a/c system, TV, safe and hotel facility, and Express checkout option.

Check-in/Check-out:

• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• To ascertain the guests means of payment and to obtain the appropriate credit card authorization or cash deposit for the required amount. Secure valid form of payment prior to issuing room key.
• Activate room keys and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Accommodate requests for room changes when possible.
• File all paperwork or documentation.
• Pre-register designated guests and prepare key packets.
• Ensure rates match market codes and that any exceptions are documented.
• Sell a room/accommodation to guests without reservations based on availability- To be familiar with the procedures for walk-ins and guests for whom no trace of bookings exists.
• Review requests for late check-outs and approve according to occupancy and Marriott Bonvoy member status. 
• All opportunities are taken to both promote products to our customers and increase the customer base.
• Marriott Bonvoy is promoted, and the guest is given an opportunity to enroll. 
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, stay over) for Housekeeping. Coordinate with Housekeeping to track readiness of rooms for check-in.

Communication:

• Speak to guests and co-workers using clear, appropriate, and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Work with and contact appropriate department (e.g., Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest requests or problems.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Ensure effective handover of information to ensure the guest experience is not compromised. 

Reports/Recordkeeping:

• Ensure completion of daily check lists.
• Run daily reports, identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Run credit limit reports
• Print contingency lists to have a record of all guests in case of emergency and to ensure service is maintained when systems go “offline”.

Cash Handling

• Process all payment types such as room charges, cash, debit, or credit cards. All cash payments to be made in line with cash handing procedure. 
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Balance and drop receipts according to accounting specifications.
• Customer accounts are maintained. 

SAFETY AND SECURITY

OTHER