Franchised Front Desk Agent

Additional Information: This hotel is owned and operated by an independent franchisee, North Mich Hospitality Management LLC. 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.

Job Description

The TownePlace Suites by Marriott of East Lansing, MI is seeking experience full-time Front Desk Agents to fill two available positions. 

We are seeking a full-time Front Desk Agent candidate to fill an IMMEDIATE position offering hours from 3-11pm Sunday-Thursday. 

Additionally, we are seeking a full-time Front Desk Agent candidate to fill a position offering hours from 7am-3pm 5 days a week with an on-boarding date of April 15th (flexibility available). 

Must have a proven track record for outstanding customer service and reliability. Weekends and holidays required. 

Prior hotel Front Desk Agent or likewise experience preferred.

Job Requirements

Major Function:

Responsible for assisting guests efficiently, courteously, and professionally in all Front Desk related functions

Essential Function: 

• Provide the highest level of service to the guest at all times 
• Promptly and effectively deal with guest requests and complaints; inform management of same 
• Check guests in and out in a friendly manner
• Post guest charges and compute guest bills using PMS
• Collect payment and make change for hotel guests following proper cash-handling procedures as required 
• Post, correct, or adjust charges to guest accounts as necessary 
• Handle mail/faxes and messages per established procedures 
• Promote and be knowledgeable of brand standard loyalty program
• Develop a thorough knowledge of hotel, room locations, amenities, selling strategies, and local area
• Accurately handle future and same-day reservations 
• Answer switchboard in accordance with standards of proper telephone etiquette
• Block rooms and handle special requests
• Offer and properly handle wake-up call requests 
• Keep lobby and desk area clean and presentable
• Have a thorough knowledge of emergency and security procedures
• Open and close shift, make cash drops, ensure all credit cards, cash and change are balance throughout shift
• Have knowledge of groups and local current events 
• Promote local area and businesses
• Communicate with Sales, Engineering, and Housekeeping department as needed 
• Assisting in Laundry
• All other duties as assigned by a supervisor, or of which you are capable

Customer Service Function:

• Acknowledge a guest immediately with a smile and a friendly greeting using the 5/15 rule 
• Handle guest requests immediately
• Take initiative to offer assistance or answer questions throughout the hotel 
• Stop personal/business conversations among Associates in order to assist guests
• Demonstrate self-confidence, energy, and enthusiasm
• Offer improvement ideas and acknowledge good performance of others 
• Practice safety standards at all times
• Comply with all rules and regulations of the company and those as outlined within the Associate Handbook
• Wear proper uniform and nametag at all times in accordance with the Standards of Appearance 
• Provide a professional image for our guests by keeping a proper attitude toward co-workers, promoting teamwork, and helping to maintain cleanliness and orderliness in all areas of the hotel

This company is an equal opportunity employer.

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