Front Desk Clerk
Serving guests at the front desk, in the Greatroom/lobby, in the concierge lounge and
over the phone in the PBX/guest service center while providing the highest
level of service possible in an efficient, courteous and professional manner by
following Marriott standards of aggressive hospitality and adhering to guidelines
and procedures. Effectively greet guests
while providing information on hotel amenities as well as area
attractions. Satisfy all customer
requests and handle all messages, faxes, packages and PC services
professionally and without failure.
Attendance as scheduled is required.
Report to work on time, in proper and clean uniform, including name tag. Personal
appearance and grooming must conform to standard.
Handle all duties according to hotel policies, procedures, internal rules and
Conform to cash handling procedures at alltimes.
Greet guests accordingly, whether you are in the lobby, behind the front desk or in
the concierge lounge. Use customers name when possible.
Be knowledgeable about daily hotel operations, check daily event sheet, bulletin
boards and be up to date with all changes, new procedures and events.
Get a daily briefing about extra ordinary events to effectively deal with all
foreseen situations on a daily basis.
Have knowledge about room rates, packages, discounts and promotions and know how to
Have knowledge about guest rooms, locations, amenities, features and all other
services offered by the hotel.
Follow all cash handling and banking procedures to check out all customers efficiently.
Each associate is expected to carry out all reasonable requests by management which
the associate is capable of performing.
Operate MARSHA and PMS, take same day reservations and know how to enter a reservation
Perform guest registration and room assignment and accommodate special requests of all
Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveler
Know how to follow all hospitality guidelines.
Answer the phones according to the standards of proper etiquette and as fast as
possible (no more than three rings at the front desk/Greatroom/concierge lounge
area and no more than two rings in the PBX/guest service area).
Know how to handle safe deposit boxes.
Handle mail and messages properly and on a confidential basis.
Ensure the cleanliness of the front desk, lobby, concierge lounge back office area at
all times. Utilize spare time for cleaning. Keep computer equipment clean at
Assist all guests in problems and questions as required. Ensure that all guest
problems are resolved by using the "Guest Response Program"
Assist fellow associates in their jobs to ensure that all jobs are done on time.
Have knowledge about all emergency procedures and know how to act on them.
Be flexible in regard to work schedule.
Use your PMS password with discretion; log off the terminal when leaving the area.
Have knowledge about the city, the local area and attractions to provide the guests
with all requested information.
Ensure proper credit when checking out guests and provide the guests with a 0 balance folio.
Handle late charges according to the procedure.
Bank out at the end of the shift by following the blind drop procedures strictly.
The front desk manager will always verify the shift closing and enter the drop
in the system.
When leaving the front desk area, it is mandatory for the cashier to lock his/her
bank so the cash is secured.
Report any unusual occurrences or requests to the manager.
At all times strive to represent Marriott in the most professional manner.
Be disciplined at all times, stand alert and tall at the front desk, greet guests
immediately and offer assistance before the Guest needs to ask. Focus your
total attention to the customers.
Be familiar with the AM, PM and night daily checklist to ensure smooth daily
Must be able to maintain confidentiality of information.
Has hotel knowledge: hours of operation, staff, property information, and services.
Trained on the PMS for Marriott
Trained how to talk with guests
Has basic computer knowledge: Word, Excel, Power point, internet
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Computer literate, have a professional yet friendly manner and good customer service skills. Candidates should have the confidence to make decisions, and a strong ability to concentrate and work under pressure and to handle multiple tasks at the same time.
- Job Family New Jobs
- Pay Type Hourly
- Providence, RI, USA