Front Desk/Guest Service Agent

SpringHill Suites by Marriott Cottonwood

SUMMARY: Accommodates guests of the hotel by performing the following duties.

Essential Functions

• Greets, registers, and assigns rooms to guests
• Makes sure front desk, lobby and common areas are clean and organized.
• Responsible for cash drawer contents and transactions during shift
• May assist in replenishing continental breakfast as needed and keeps area clean
• Promptly and effectively deals with guest requests and complaints
• Maintains accurate records including cash flows, registration cards, reservation cards, and property walks
• Records pertinent guest information in the pass on log
• Performs laundry functions as directed
• Assists with sales and marketing efforts as directed by the General Manager
• Answers inquires pertaining to hotel services; registration of guests; and travel directions
• All other duties as assigned
• Offers and properly handles requests for wake-up calls
• Handles confidential information, including guest records, with a high degree of integrity
• Answers and routes calls as appropriate; takes guest messages with accuracy

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner;
• Dependability - Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.
• Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
• Professionalism - Treats others with respect and consideration regardless of their status or position.
• Adaptability - Able to deal with frequent change, delays, or unexpected events.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Organizational Support - Follows policies and procedures including but not limited to, dress code policies
• Attendance/Punctuality - Is consistently at work and on time.
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance;
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Team Work - Contributes to building a positive team spirit.
• Initiative - Asks for and offers help when needed.
• Quantity - Meets productivity standards; Completes work in timely manner.

Qualifications

To perform this job 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.

Language Ability

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability

Ability to add, subtract, multiply, and divide in all units of measure.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

Some computer skills needed.

Certificates And Licenses

No certifications needed

Supervisory Responsibilities

This job has no supervisory responsibilities.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Posted by ApplicantPro