Front Office Manager

COMMONWEALTH LODGING MANAGEMENT LLC; Norfolk (VA); On-site; USD 58,500 - 71,500; Full time

Job summary

Marriott Norfolk Waterside in Norfolk, VA is seeking a Guest Service Agent to assist guests with check-in/check-out, provide information on hotel services and local attractions, and maintain front desk operations. The role emphasizes professional appearance, accurate handling of payments, and clear communication with guests and departments.

Ideal candidates will have a high school diploma, 1–2 years of guest service experience, and proficiency with Microsoft Office, with strong written and

Qualifications

• Minimum of a high school diploma or GED with work experience.
• Proficiency with Microsoft Office and basic computer skills.
• 1–2 years' experience as a Guest Service Agent preferred.
• Strong English communication skills, written and verbal.

Responsibilities

• Be in proper uniform with nametag and greet guests professionally.
• Handle check-ins and check-outs and verify guest information.
• Respond to guest inquiries and provide information on hotel features and local attractions.
• Maintain cleanliness and organization of the front desk area.
• Process payments in accordance with hotel procedures and cash handling rules.
• Communicate guest requests to the appropriate departments and protect guest confidentiality.
• Assist in emergencies and ensure safety and building operations during incidents.

Education

High School Diploma / GED

Tools

Microsoft Office

Job description

Job Details

Location: Marriott Norfolk Waterside, Norfolk, VA - Norfolk, VA 23510

Salary Range: $65,000.00 - $65,000.00 Salary

Job Responsibilities

• Be in proper uniform, with a nametag.
• Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
• Be familiar with all local attractions/activities to respond to guest inquiries accurately.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Answer telephone within 3 rings, using correct greeting and telephone etiquette.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Verify guest information upon arrival and departure and always maintain guest confidentiality.
• Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
• Maintain and secure a cash bank to perform job functions and obtain method of payment from guests (credit or cash). Process all payments according to established hotel requirements, and Commonwealth Lodging cash handling procedures.
• Resolve discrepancies on the room status report with Housekeeping.
• Maintain all guest information and hotel occupancy status using hotel operating systems.
• Accept and record wake up calls, delivering to the right department.
• Assists in handling emergencies to protect our guests and associates and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.
• Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures. As well as the brand standards, policies and procedures.
• This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position.

Physical Responsibilities

• Exert physical effort in lifting/transporting at least 25 pounds.
• Push/pull carts and other equipment up to 100 pounds.
• Endure various physical movements throughout the work areas.
• Work environment includes the front office, and all areas of the hotel. Job involves working under variable temperature conditions and noise levels, in indoor and outdoor settings.
• Must be able to stand and exert well-paced mobility for up to 8 hours in length.
• Must be willing and can work a varied schedule that includes nights, weekends and holidays.

Qualifications

• Education & Experience:
  • High School Graduate or General Education Degree (GED): or Work Equivalent
  • Computer skills required. Familiarity with Microsoft Office preferred.
  • Minimum of 1 to 2 years of experience as a Guest Service Agent is preferred.
  • Good understanding of the English language, good communication skills both written and verbal.
  • Experience with hotel property management systems is preferred.
  • Previous cash handling experience is preferred.