Guest Service Agent

Description

Overview

As a Guest Services Agent, you are responsible for participating in all aspects of the Front Desk operations and providing excellent customer service. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will work with the Front Desk, Concierge and Guest Experience teams. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.

Essential Responsibilities

• Follow safety and emergency guidelines, policies and procedures
• Prioritize and accurately complete essential functions, including but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
• Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the L.E.A.R.N. model
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Monitor guest accounts and room inventory. Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment
• Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)
• Complete all assigned checklists and shift reports accurately 
• Complete all operations of lost and found, including inputting items into database, guest outreach, and shipping of guest items
• Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
• Maintain house bank and operate cash register without error
• Be educated and familiar with local and area recreational, dining, and cultural activities and attractions. Provide recommendations to guests
• Be aligned with the culture, values, goals and human resource programs of the Marriott Brand
• Follow all best practices, policies and procedures for Front Desk team
• Maintain a clean, neat and organized workstation and lobby area
• Complete miscellaneous tasks as assigned, assist in other departments when needed

Requirements

• Strong background of customer service experience
•  Minimum of one-year front desk or customer service experience, preferable with OPERA and Marriott systems
• Possess excellent computer, verbal and written communication skills
• Proven track record resolving guest problems and expediting solutions
• Understand daily hotel operations and systems
• Must read, write and speak the English language effectively
• Possess complex math skills
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Ability to work independently, with little to no supervision, use time efficiently and multi-task

PHYSICAL DEMANDS & WORK ENVIRONMENT 

The physical demands & work environment 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. 

While performing the duties of this job, the employee is regularly required to stand; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell.  The employee frequently is required to walk and climb or balance.  The employee is occasionally required to sit and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.