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Front Desk Clerk

Providence, RI, USA Req #416
Thursday, January 9, 2020

Position Summary:

  • 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.

 

Essential Functions:

  • 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
    standards.

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
    handle each.

  • 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
    in MARSHA.

  • Perform guest registration and room assignment and accommodate special requests of all
    customers.

  • Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveler
    programs.

  • 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
    all times.

  • Assist all guests in problems and questions as required. Ensure that all guest
    problems are resolved by using the "Guest Response Program"
    procedures.

  • 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
    operations.

  • Must be able to maintain confidentiality of information.

     

     

    Experience:

  • 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

     

     

    Skills:

  • 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.

     

     

Other details

  • Job Family New Jobs
  • Pay Type Hourly
  • Providence, RI, USA