Front Desk - Guest Service Agent (Full-time) Residence Inn Suites by Marriott Rancho Cordova

WS Management Inc.; Rancho Cordova (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Desk Agent to be the first point of contact for guests. This role is crucial in creating memorable experiences and building guest loyalty. You will handle inquiries, manage check-ins and check-outs, and resolve complaints with professionalism and courtesy. The ideal candidate will thrive in a fast-paced environment, demonstrating excellent customer service skills and a spirit of teamwork. Join a dynamic team where creativity and initiative are encouraged, making every guest's stay exceptional.

Qualifications

• Ability to work under pressure in a busy environment.
• Demonstrate a spirit to serve and enthusiasm for hospitality.

Responsibilities

• Manage and resolve guest complaints and compliments professionally.
• Check guests in and out efficiently and courteously.
• Communicate with other departments to ensure guest satisfaction.

Skills

Customer Service

Problem Solving

Multi-tasking

Teamwork

Communication

Education

High School Diploma or Equivalent

Job description

Job Summary:

As a Front Desk Agent, you will be the guests' first point of connection as they enter the hotel. Throughout their stay, you will have the opportunity to build lasting impressions that we hope will result in guest loyalty. You can achieve this by handling all questions, requests, and complaints promptly and courteously. With your outgoing personality and ability to connect with others, we rely on you to create memorable guest experiences with each guest. Whatever the reason for their stay is, you play a key role in exceeding their expectations. Going above & beyond is what is going to set us apart from our competitors. We encourage creativity and want you to feel empowered to do whatever it takes to achieve the highest level of service.

Responsibilities include but are not limited to:

1. Manage and resolve all guest complaints and compliments professionally and courteously.
2. Check guests in and out of the hotel efficiently, courteously, and professionally.
3. Reconcile daily activities and close all necessary accounts.
4. Learn the property systems and be able to navigate the system quickly and efficiently, including running reports and distributing accordingly.
5. Follow and process proper cash/check/credit card/AR control procedures using proper guidelines and security. Maintain responsibility and proper security over cash and deposits at all times.
6. Communicate with other departments to ensure guest requests are handled and follow up with guests to ensure needs are completed to their satisfaction.
7. Look for any potential leads through your interactions with guests over the phone and in person, and share the information with your sales team/GM.
8. Answer the telephone and e-mails in a timely & professional manner. We want our guests to hear/read your smile.
9. Must have the ability to multi-task in a fast-paced environment.

Requirements:

• Demonstrate a Spirit to Serve, Enthusiasm for Hospitality
• High school education or equivalent experience.
• Professional in presentation and demeanor
• Enjoy working with a team
• Demonstrated ability to work under pressure in a busy environment
• Ability to accurately follow instructions, both verbally and written
• Ability to work a flexible schedule including weekends and holidays
• Ability to cross-train in other hotel-related areas
• Must show initiative, including anticipating guest and operational needs

Schedule:

• Open Availability including weekends
• Flexible hours

The statements listed are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.