Hotel Front Desk/PBX Agent

Marriott Phoenix Resort Tempe at the Buttes; Tempe (AZ); On-site; USD 30,000 - 40,000; Full time

Job summary

Marriott Phoenix Resort Tempe at the Buttes is seeking a Full-time Front Desk Associate. The role involves managing guest check-ins and check-outs, handling reservations, and resolving customer inquiries. Candidates should have a High School diploma or equivalent experience, with preferred knowledge of Front Desk operations at Marriott. The position demands strong customer service skills and the ability to work in a busy environment, ensuring maximum customer satisfaction while following established procedures.

Qualifications

• 3 months to 1 year experience in a related position.
• Knowledge of Marriott's services and operations.
• Ability to read and speak English; a second language is preferred.

Responsibilities

• Handle guest registration and room assignments.
• Pre-register and block reservations efficiently.
• Check guests in and out according to policies.
• Resolve customer complaints and assist with inquiries.
• Cancel room reservations as per procedures.
• Walk customers courteously according to procedures.
• Work in the PBX department.

Skills

Customer service skills

Front Desk operations

Problem-solving skills

Bilingual ability (preferred)

Education

High School education or equivalent experience

Tools

Computer systems

Job description

Overview

BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

Responsibilities

• Handle guest registration and room assignments, accommodating special requests whenever possible.
• Pre-register, block reservations, and take same-day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Cancel room reservations according to procedures.
• Walk customers in a professional and courteous manner according to procedures.
• Working in the PBX department.

Qualifications

• Education: High School education or equivalent experience.
• Experience: Experience required by the position is from three months to one full year of employment in a related position with this Company or other organizations.
• Requires a working knowledge of the Front Desk aspect of Marriott’s/Columbia Sussex’s services, policies, or operations and a general knowledge of the hotel. Working knowledge is generally learned on the job.
• Requires knowledge of and ability to operate computer equipment and the reservations system.
• Ability to read and speak English. A second language is preferred.

Job Details

• Job Type: Full-time
• E.O.E.