Franchised Front Desk Agent

Description

Thank you for your interest in this position. It is a job opportunity with one of Marriott International’s franchisees.

Please apply via email at: lashundra.hicks@atriumhospitality.com

Qualifications

Additional Information: This hotel is owned and operated by an independent franchisee, Atrium Hospitality. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

ABOUT THE COMPANY

Atrium is among the largest private hotel ownership groups in the United States. We have majority ownership of more than 50 hotels in 26 states with more than 14,000 rooms. Atrium Hospitality is headquartered in Alpharetta, GA.




IDEAL CANDIDATE:

The guest services representative is one of the primary contacts for all guests at our hotel. The guest services representative is high energy, enjoys interacting with guests, listening to their concerns and anticipating their needs while providing exceptional service throughout their stay ensuring 100% satisfaction. Guest services representatives know how to diffuse a tense situation if a guest is dissatisfied with their room, or service in the hotel and does everything possible to make the guest happy. The ideal candidate must demonstrate flexibility, excellent communication skills, be a team player, have a positive attitude, willing to learn, strong focus on customer service and have the ability to meet the expectations of the Renaissance Brand.

PRINCIPLE RESPONSIBILITIES:

• Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep records of room availability and guests accounts. May make, confirm and cancel reservations for guests.
• Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
• Date-stamp, sort and rack incoming mail and messages.
• Transmit and receive messages using equipment such as telephone, fax and switchboard.
• Understand and enforce the hotel company credit policies.
• Account for all cash and makes deposits in accordance with hotel and company policies.
• Take the initiative to welcome and acknowledge guest and when appropriate, thank guests with genuine appreciation.
• May make restaurant, transportation or entertainment reservations for guests; may deposit guests valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.
• Respond to guest comments and complaints in a courteous, professional, but expeditious manner.
• Keep front office work stations and lobby area neat, orderly, and stocked with supplies.
• Maintain complete familiarity with all emergency procedures and respond appropriately to emergencies.
• Notify the Manager on Duty of unusual circumstances and situations.
• Know current status of rooms and individual guests.
• Review reservations due to arrive, checking for duplicates, overlooked special requests, and other factors requiring follow up.
• If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
• Other duties as assigned.

Requirements:




EXPERIENCE/SKILLS REQUIRED:

• To execute this position effectively and successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill and /or ability required.
• Must be able to switch tasks easily such as from typing to searching a directory to answering a telephone.
• Perform multiple cognitive tasks simultaneously.
• Comply with quality assurance expectations and standards.
• Use personal judgment and specialized knowledge to give information to guests.
• Demonstrate ability to perform work requiring effectiveness in personal transactions both face to face and on the phone.
• Demonstrate ability to effectively and repeatedly perform precise clerical and cashier functions with high degree of accuracy.
• Demonstrate ability to establish warm and friendly relationships with guests.
• Quickly operate a computer terminal keyboard and a multiple-line telephone console simultaneously with a high degree of accuracy.
• Be alert and aware.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

EDUCATION AND EXPERIENCE:

• HS Diploma or equivalent.
• Previous Guest Services experience an asset.
• Excellent communication and organizational skills.
• Strong interpersonal and problem solving abilities.
• Responsible and reliable.

LANGUAGE SKILLS:

• Ability to read and comprehend instructions, both written and oral.

Atrium Hospitality is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not discriminate against on the basis of disability.

This company is an equal opportunity employer.

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