Front Desk Agent

Responsible for warm welcome and fond farewell processes. S/he checks-in and checks-out hotel guests according to established hotel standards, handles cash and credit-card transactions and provides cashiering assistance to our guests. Provides information to all guest’s inquiries. Provides assistance and advises guests on reservations bookings and general information. 

The primary responsibilities of the role include: 

• Enlivens the RC Philosophy at all times
• Maintains complete knowledge at all times of the following: 
  • All hotel features/services, hours of operation
  • All room types, numbers, layout, décor, etc.
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals and departures
  • Room availability status for any given day
  • Scheduled daily group activities
• Maintains complete knowledge and comply with all hotel and departmental policies and procedures
• Handles hand over from previous shift
• Sets up workstation with necessary supplies, maintain cleanliness throughout the shift
• Accesses all functions of computer system according to established procedures and standards
• Promotes positive guest relations to all individuals approaching the front desk
•  Accommodates all guest requests in a congenial manner
• Handles guest opportunities and follow the problem resolution process  
• Handles check-in according to established hotel requirements
• Updates guest profile in the system
• Sets up accurate accounts for each guest checking-in according to their requirements (share with, room/tax)
• Files registration cards and vouchers in bucket
• Extends every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them
• Follows established procedures for “walking guests.”
• Accommodates room changes expediently
• Handles guest opportunities following the problem resolution process and ensuring guest satisfaction
• Coordinates with Rooms Coordinator regarding guest requests
• Takes record and relay messages accurately.
• Accepts and records wakeup call requests, deliver to PBX
• Issues safe deposit boxes to guests and ensures security of keys
• Handles traces and other hand over that needs to be followed up
• Pre-registers designated guests and prepares key packets
• Processes all check-outs according to established hotel requirements:
• Processes express check-out, if any
• Adheres to all cashiering procedures:
• Legibly documents pertinent information in hand over logbook.
• Assists PBX, Reservations, and Concierge with phone calls
• Provides guest room tours.
• Ensures safe working environment and all equipment in good working condition

Experience

• Must have a minimum of 1 year Front Office experience with The Ritz-Carlton or another hotel company. 
• Previous cashiering experience

Education 

• College Diploma required

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.