Guest Service Agent II - Marriott Virginia Beach Oceanfront

Gold Key PHR; Virginia Beach (VA); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality seeks a dedicated Front Desk Clerk to provide exceptional guest experiences. This role involves efficiently managing check-ins and check-outs, ensuring guest satisfaction through effective communication, and navigating property management systems. Ideal candidates will possess strong guest service skills, multitasking abilities, and a commitment to professionalism. Join a dynamic team where your contributions will enhance guest experiences and promote a welcoming environment. If you're passionate about customer service and eager to make a difference, this opportunity is perfect for you.

Qualifications

• High School Diploma or equivalent required.
• Six months experience as a front desk clerk preferred.

Responsibilities

• Handle guest registration processes, including check-ins/check-outs.
• Ensure guest satisfaction through effective communication and timely responses.

Skills

Effective Communication

Guest Service Skills

Multitasking

Cash Handling

Data Entry

Education

High School Diploma

Tools

Property Management Systems

Expedia

Booking.com

Job description

Overview

Proudly representing the hotel or resort from arrival to departure, this key position is responsible for creating a seamless, efficient, courteous, and professional check-in and check-out guest experience, responding to inquiries to achieve maximum customer satisfaction.

Responsibilities

1. Handle guest registration processes efficiently and courteously, including check-ins/check-outs, in accordance with Gold Key|PHR standards and hotel credit/cash handling policies. Follow PCI compliance procedures during guest communication.
2. Make and inventory guest room keys according to policy; request re-keying as necessary.
3. Serve as a positive example of gracious, welcoming, and professional behavior towards all hotel staff and guests.
4. Ensure guest satisfaction through effective communication: take accurate guest requests, answer inquiries regarding hotel services, place timely work orders, and respond promptly.
5. Update pass-down and communication logs to verify that requests are completed and satisfied.
6. Successfully complete other assigned duties.
7. Navigate property management systems and reservation platforms efficiently, including Expedia and Booking.com.
8. Identify opportunities to upgrade room nights.
9. Be knowledgeable about the property or complex to answer basic guest questions regarding room types, amenities, outlet themes, menus, hours, and other common inquiries.
10. Verify ID, confirmation number, and credit card details to ensure accuracy of guest information, payment type, rate, and market segment.

Qualifications

• Education: High School Diploma or equivalent required.
• Experience: Six months experience as a front desk clerk or one year in a customer service setting preferred.
• Skills: Ability to communicate effectively in English; second language desirable. Ability to handle cash and credit transactions. Strong guest service skills, interacting well face-to-face and over the phone. Ability to multitask. Typing speed of at least 35 WPM; data entry experience preferred. Proficiency in computer systems.