A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft. Core Competencies Assist guests efficiently, courteously, and professionally at all times Maintain a high level of service and hospitality standards Promptly address guest concerns and ensure satisfaction in a timely manner Post guest charges, collect payments, and follow cash handling procedures Handle guest mail and messages with respect to privacy and professionalism Stay knowledgeable about the hotel brand, travel programs, and special offers Communicate guest feedback effectively to departments and management Respond quickly to calls, lobby visitors, and team members needing assistance Maintain full knowledge of hotel safety and emergency procedures Ability to stand, greet and speak with guests, and work with computers and point of sale systems. The Marriott POS system experience is preferred, but not required. Availability for both AM and PM shifts. Ability to operate a computer and other office equipment. Ability to lift up to 25 pounds occasionally. Ability to stand for extended periods. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. The Trumbull Marriott Shelton seeks a Front Desk Agent to provide exceptional guest service. Responsibilities include guest registration, handling inquiries and complaints, managing reservations and payments, utilizing POS systems, and maintaining a clean reception area. Prior customer service experience is preferred but not mandatory; training will be provided. Essential skills include excellent communication, cash handling, problem-solving, and proficiency with Microsoft Office Suite (preferred). The ideal candidate is a multitasker with strong guest relations skills and accuracy in data entry. Physical requirements include standing for extended periods and lifting up to 25 pounds; flexibility to work weekends and holidays is necessary.
