Job DescriptionJob Description
BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.
ESSENTIAL FUNCTIONS:- Handle guest registration and room assignments, accommodating special requests whenever possible.
- Pre-register, block reservations, and take same-day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
- Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
- Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
- Cancel room reservations according to procedures.
- Walk customers in a professional and courteous manner according to procedures.
- Working in the PBX department.
NON-ESSENTIAL FUNCTIONS:- Inventory guest room keys according to policy and request re-keying as necessary.
- Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservations.
- Verify registration cards against the computer to ensure accuracy of name, type of payment, rate, and market segment.
- Knowledge and Skills: Education: High School education or equivalent experience.
- Experience: Experience required by the position is from three months to one full year of employment in a related position with this Company or other organizations.
Skills and Abilities:- Requires a working knowledge of the Front Desk aspect of Marriott's/Columbia Sussex's services, policies, or operations and a general knowledge of the hotel. Working knowledge is generally learned on the job.
- Requires knowledge of and ability to operate computer equipment and the reservations system.
- Ability to read and speak English. A second language is preferred.
Job Type: Full-time.
E.O.E.
