Front Desk/Guest Service Agent

Marriott Residence Inn Middletown/Newport; Middletown (RI); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) retirement plan with Employer M

Vacation

Sick time

Brand specific team discounts

Job summary

Marriott Residence Inn Middletown/Newport is seeking a Guest Service Agent to assist guests with check-in/check-out and respond to needs with a high level of service.

You will serve as the main contact for guest requests, ensure courteous interactions across departments, and promote hotel facilities and local attractions while maintaining policy adherence and a professional demeanor.

Qualifications

• Front desk guest interaction and service oriented.
• Ability to communicate clearly with guests and colleagues.
• Professional appearance and warmth in guest interactions.

Responsibilities

• Handle requests and transactions of hotel guests.
• Serve as the main point of contact for all guest requests and needs.
• Exhibit courteous hospitality at all times to guests and associates.
• Be proactive in offering additional services and informing guests of hotel facilities and local attractions.
• Administer hotel guest payment policies.
• Maintain a positive, professional work atmosphere by acting and communicating with guests, vendors, coworkers & management.
• Post all charges to guest account.
• Maintain hotel key security system.
• Oversee safe deposit boxes for guests.
• Verify credit cards and balance bank at the end of the shift.
• Run and verify availability report at the beginning of the shift.
• Review communications log at the beginning of the shift.
• Know and follow the hotel’s emergency procedures in the event of an actual emergency.
• Notify appropriate supervisor immediately of any problem with rooms.
• Check in and check out should be as expeditious as possible.
• Knowledge of hotel phone system to allow transferring of calls to rooms & voicemail.
• Prompt distribution and notification to guests of mail.

Skills

Guest service skills

Interpersonal skills

Communication skills

English proficiency

Weekend availability

Education

High school diploma or equivalent

Tools

FOSSE PMS

Job description

Description

We have an opportunity to join our team as a Guest Service Agent in the exciting hospitality industry. The primary function of the Guest Service Agent is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we provide a welcoming and accommodating environment. As GSA you will be responsible for the check-in and checkout of hotel guests in a courteous, professional and timely manner. Positive and clear communication with all departments and ability to communicate important information is vital to the success of a guest service agent.

Responsibilities

• Handle requests and transactions of hotel guests.


• Serve as the main point of contact for all guest requests and needs.


• Exhibit courteous hospitality at all times to guests and associates.


• Be proactive in offering additional services and informing guests of hotel facilities and local attractions.


• Administer hotel guest payment policies.


• Maintain a positive, professional work atmosphere by acting and communicating in a manner so that you get along with guests, vendors, co-workers & management.


• Post all charges to guest account.


• Maintain hotel key security system.


• Oversee safe deposit boxes for guests.


• Verify credit cards and balance bank at the end of the shift.


• Run and verify availability report at the beginning of the shift. Update report as needed.


• Review communications log at the beginning of the shift.


• Know and follow the hotel’s emergency procedures in the event of an actual emergency.


• Notify appropriate supervisor immediately of any problem with rooms.


• Check in and check out should be as expeditious as possible.


• Knowledge of hotel phone system to allow transferring of calls to rooms & voicemail.


• Prompt distribution and notification to guests of mail.

The benefits package offered to eligible associates includes

• Medical, Dental, and Vision Insurance


• Long Term Disability and Life Insurance


• 401(k) retirement plan with Employer Match


• Vacation


• Sick time


• Brand specific team discounts

Requirements

Requirements

• High school graduate or equivalent.


• Presents a professional appearance, demeanor and is passionate about hospitality and demonstrates warmth and caring in guest and team member interactions


• Interpersonal skills — verbal and written communication with the ability to interact with a variety of personalities


• Guest service skills — lead by example and take a proactive approach to problem solving and building a positive reputation for the hotel


• Must speak, read, write, and understand English.


• Bilingual skills a plus


• Previous hotel-related experience desired. FOSSE PMS experience preferred but not required.


• Availability on weekends and holidays