Front Desk Agent

Job Description

Position: Front Desk Associate- MARRIOTT Tribute Portfolio

Location: Clearwater, FL

Reports to: Assistant Front Office Manager

Status: Non-Exempt

Job Summary:

Front Desk Associate is a unique position in which the host will be responsible for Front Desk, Bell Services, and Concierge Services. They will be the first impression providing a unique check-in experience. The rooming of each guest utilizing advanced technology to ensure an exceptional personalized service to all guests that is consistent and continually in accordance with the Tribute Portfolio standards with Marriott International.

Essential Functions

• Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues to make each experience unique using Marriott regulations and procedures
• Assist guests to their rooms and assist with guest luggage
• Provide room quotes and upsell to guest when possible
• Ability to interact with guests and share hotel knowledge using personalization such as using the guest’s name
• Responsible to know all functions to showcase the hotel to each guest
• Maintain guest confidentiality
• Produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond
• Maintain knowledge of hotel and brand rewards with Marriott
• Provide local information for shopping, dining, nightlife, and recreational destinations
• Receive, store, and deliver luggage and mail
• Make travel arrangements for guests to include sightseeing and other tours
• Assist with coordination between Housekeeping and Front Desk
• Verify charges/collect payment from guests for room stays
• Respond to guest inquiries using various Marriott programs and applications
• Follow scheduled shifts and follow break and lunch requirements
• Report any suspicious activity or unusual items in room
• Report any irregular behavior from guests in public areas and or in room
• Ability to take initiative and handle assignments with limited supervision
• Follow all hotel policies and procedures as outlined in the team member handbook
• Maintain cleanliness and order of work area following Marriott regulations

Hotel Performance

• Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott.

Qualification Standards

Education & Experience

• High School diploma or higher
• Previous hospitality experience preferred
• Excellent customer service skills
• Excellent communication skills, both verbal and written
• Ability to use technology e.g. tablets, iPads

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 40 lbs
• Ability to communicate clearly
• Corrected vision to normal range
• Ability to work long hours as needed

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, the hotel, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high-pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary