Resort Guest Services Front Desk Agent

Marriott Lexington Griffin Gate Golf Resort & Spa; Lexington (KY); On-site; USD 24,000 - 32,000; Full time

Job summary

Marriott Lexington Griffin Gate Golf Resort & Spa is seeking Front Desk Agents to warmly greet guests, register arrivals, and manage reservations with exceptional service. You will handle check-ins/outs, answer questions about services and local attractions, and support guest needs throughout their stay.

Responsibilities include operating the Front Desk system, processing payments, and coordinating with other departments to ensure memorable experiences while maintaining professional appearance

Qualifications

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or related field preferred.
• Must convey information clearly and deliver outstanding customer service.
• Ability to multi-task, stay detail oriented, and solve problems for guests and colleagues.
• Proficiency with basic arithmetic and reading/writing simple instructions and memos.
• Operational knowledge of Microsoft Office suite.
• Willing to work a varied schedule including evenings, nights, weekends, and holidays.
• Knowledge of hotel products and guest services (lifestyle, full service, resort, etc).

Responsibilities

• Greet and welcome guests at the Front Desk in a friendly, service-oriented manner.
• Handle check-ins and check-outs efficiently while maintaining brand standards.
• Answer inquiries about hotel services, facilities, hours, and local attractions.
• Provide accurate information and assist in room reservations and rate quotes.
• Maintain proper operation of the Front Desk computer system and telephony.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Coordinate with other departments to ensure guest satisfaction.
• Maintain high standards of personal appearance and grooming per brand standards.

Skills

Customer service

Multitasking

Problem solving

Communication

Numerical skills

Microsoft Office

Shift flexibility

Hotel knowledge

Education

High School diploma or equivalent

College coursework helpful

Experience in hotel preferred

Tools

Microsoft Office

Front Desk software

Job description

Description

Job Summary

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Education & Experience

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment

Requirements

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with Avion Hospitality policies, standards and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality standards; maintain a friendly and warm demeanor at all times.
• Maintain proper operation of the telephone switchboard and ensure that all Avion Hospitality performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all Avion Hospitality policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Use proper two-way radio etiquette at all times when communicating with other associates.
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
• Perform other duties as assigned, which may include, but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds