Marriott International

Manages and franchises hotels around the world

Lead Front Desk Agent

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeBirmingham, AL, USANo salary listedIn-person

About the Job

Requirements

At least 1 year of related work experience.
A high school diploma or GED equivalent is preferred.
No supervisory experience is required.
No license or certification is required.
Ability to process guest check-ins and check-outs, reservations, room assignments, room keys, payments, guest calls and messages, and daily arrival and departure reports.
Ability to communicate professionally, prepare and review written documents accurately, and use appropriate telephone etiquette.
Ability to stand, sit, or walk for extended periods and move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Responsibilities

Assist staff with expediting problem payments, such as credit-card processing issues.
Follow up with guests regarding satisfaction with guest-related issues.
Process guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
Process room charges, cash, checks, debit, and credit payments.
Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
Process check-outs, including resolving late and disputed charges.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Coordinate with Housekeeping to track room readiness for check-in.
Run daily arrival and departure reports, identify special requests, and check reports for accuracy.
Cash guests' personal checks and travelers' checks.
Review shift logs and daily memo books, and document pertinent information in logbooks.
Count the bank at the beginning and end of the shift.
Balance and drop receipts according to Accounting specifications.
Assist management in training, motivating, and coaching employees, and serve as a role model.
Report accidents, injuries, and unsafe work conditions to a manager, and complete safety training and certifications.
Follow company policies and procedures; maintain a clean and professional uniform and personal appearance; and maintain confidentiality of proprietary information.
Anticipate and address guests' service needs.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards.
Perform other reasonable job duties as requested by Supervisors.

POSITION SUMMARY

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Cash guests' personal checks and traveler's checks. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in training, motivating, and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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