Guest Services Representative - Front Desk

Provide efficient, courteous, and professional assistance to all guests at the Front Desk to uphold the high service and hospitality standards of Courtyard by Marriott.

$14 hourly

Essential Functions:

• Provide the highest quality of service to the customer at all times
• Promptly and effectively deal with guest complaints and requests
• Check guests in and out efficiently and in a friendly manner
• Post guest charges and compute guest bills using GuestView, collect payments and make changes for hotel guests following all cash handling procedures as required by Marriott
• Handle guest mail and messages per established procedures
• Be very knowledgeable about the Marriott Bonvoy Loyalty Program
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies
• Take reservation requests efficiently
• Answer the switchboard in accordance with standards of proper telephone etiquette
• Block rooms and handle special requests
• Monitor room availability
• Handle safe deposit boxes used by guests per established procedures
• Keep lobby and desk area clean and presentable
• Have a thorough knowledge of emergency and security procedures
• Be knowledgeable of local areas and attractions
• Offer and properly handle requests for wake-up calls
• Know how to clean guest rooms to standards
• Clean lobby, meeting room, vending room, and back-office area as outlined in the Guest Service Representative Daily Cleaning Responsibilities
• Complete training on Marriott Global Source
• Perform shift start-up and end duties; make cash drops
• Ensure all credit cards, cash, and change funds are balanced throughout each shift
• Inform management of any guest or systems-related complaints or problems
• Communicate with incoming staff and management by logging pertinent information in the pass-on log
• Keep maintenance informed of all maintenance needs
• Keep housekeeping informed of any changes to a guest's itinerary
• Pass on guest lost and found inquiries to management or the Guest Room Supervisor
• Assist in marketing efforts by completing Company Tracking
• Must wear proper uniform at all times in accordance with the Standards of Appearance
• Practice safety standards at all times
• Be able to move luggage or packages weighing up to 40 lbs
• Associates must adhere to all work rules, procedures, and policies established by the company, including, but not limited to those contained in the associate handbook
• Perform other duties as assigned, of which the associate is capable
• Fosse experience is a plus
• 24-hour Starbucks on the property, must be willing to train in making Starbucks drinks

• Open availability
• Reliable Transportation
• Communicate effectively verbally and written
• Team player
• Guest Satisfaction
• Service Recovery
• Responsible money handling
• Outgoing Personality

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