Front Desk Agent

The Crescent Hotels Group; Owings Mills (MD); On-site; USD 19,286 - 24,796; Full time

Job summary

Marriott Owings Mills Metro Centre in Owings Mills, MD, is seeking a Guest Services Agent to greet and register guests and check guests out, delivering outstanding guest service and supporting profitability.

You will handle registration, payments, upselling hotel services, answer inquiries, resolve issues, and ensure guests know room directions and local amenities. This role requires friendly communication and a team-oriented approach to guest satisfaction.

Qualifications

• Greeting and registering guests and handling check-out.
• Knowledge of hotel services, room categories, rates and promotions.
• Excellent communication and customer service skills.

Responsibilities

• Greet guests and complete the registration process, input guest information and room details.
• Process payments and assist with check-out, including handling various forms of payment and currency.
• Promote hotel services and packages to maximize occupancy and revenue.
• Respond to guest inquiries and resolve issues promptly and professionally.

Job description

Description

The Marriott Owings Mills Metro Centre was awarded the AAA 4 Diamond Award in its first year of operation joining the ranks of below elite Baltimore 4 D hotels and one of only ten 4 D hotels in Maryland!

A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an "at will" associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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