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Front Desk Agent - Element Hotel by Marriott

Company: TM Hospitality Inc
Location: Miami
Posted on: May 16, 2022

Job Description:

Job DescriptionJob Description As Front Office Agent the employee is responsible for greeting and welcoming guests upon arrival, register guests into the computer, and verify registration, address, and credit information. The Front Office Agent will need to promote the Brand Member program and provide recognition and benefits to all present members and accept payment for guest accounts both at the time of registration and check out. Maintain a house bank and make a deposit and accurate report of receipts daily. Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested. Answer hotel service telephone calls and record orders and requests with 100% accuracy. As Night Auditor, the employee must complete, balance, and file night audit reports on the various areas of the hotel (i.e. food & beverage outlets, rooms/front desk, etc.) to provide accurate, timely information in accordance with cash handling, credit card processing, and accounting policies and procedures. Essential Functions of the Front Desk Agent:

  • Greet and welcome guests upon arrival.
  • Register guests into the computer, verifying reservation, address, and credit information.
  • Promote the Marriott Bonvoy Program and provide recognition and benefits to all present members.
  • Accept payment for guest's accounts both at the time of registration and at checkout.
  • Maintain a house bank and make a deposit and accurate report of receipts daily.
  • Issue key to and control entrance of safety deposit boxes.
  • Post miscellaneous charges as requested.
  • Prepare and input statistics and income journal sheets for the preparation of daily reports.
  • Front desk Night Auditor manages the overall hotel operations and reconciliation of all revenues on the moonlight shift.
  • Audit, balance, post, and report on food and beverage charges to ensure accuracy and proper cash handling procedures are followed.
  • Audit, balance, post, and report on the room charges including phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures to ensure accuracy and proper cash handling procedures are followed.
  • Complete, balance, and file night audit reports including over/short figures, deposits, counts, house charges, and promotional materials. Supportive Functions In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.
    • Act as a concierge in handling mail and facsimiles and providing guests with information regarding hotel facilities and local attractions.
      • Book reservations for those guests who approach the Front Desk. Front Desk Agent is to embrace hotel culture by:
        • Help create an energized environment as a participating member of the Element Staff.
        • Embrace the element culture striving to exceed guest expectations at every opportunity.
        • Be the pulse of the building in the know and managing it all.
        • Be a self-starter always motivated to be their best.
        • Take pride in the overall look and feel of the hotel assuring cleanliness andconditions are at their peak at all times.
        • Never walk past a pillow out of place or a piece of paper on the ground and insteadtake the time to make it right.
        • Contribute to a fun, energized, and comfortable working environment.
        • Build strong relationships with peers and coworkers to facilitate communication and efficient operation of the hotel.
        • Illustrate professionalism through positive attitude, spirit and leading by example
        • Drive product quality and operate as the "best in class" in their role.
        • Anticipate customer needs with the ability to change goals and direction quickly
        • Must possess basic computer knowledge/skills.
        • General knowledge of the city and attractions to answer guest inquiries.
        • Must be able to work flexible shifts including weekends and holidays. Required Education & Experience
          • High school or equivalent education required.
          • 1-2 years in customer service providing exceptional customer satisfaction.
          • Must be able to speak, write, read, and understand the primary language(s) used in the workplace to communicate with guests, associates, and supervisors. Addition/requirements:
            • Minimal Formal Education - High school diploma or equivalent (G.E.D.).
            • Customer Service Experience for at least one year.
            • Must have excellent interpersonal skills when dealing with guests, associates, and the general public.
            • Must have knowledge of local area attractions and entertainment.
            • Must be able to work independently, PC proficient, be extremely customer service orientated, and have multi-tasking skills.
            • Must be able to interact with a wide range of people. Position Type/Expected Hours of WorkThis is a full-time position. The schedule will be based on rotating shifts. Weekends, nights, and holidays are likely to be scheduled to work. The Front Desk Agent must be able to work schedule based on business demands, including but not limited to weekends, nights, holidays, and so forth. Physical demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.This is a job position that spends most if not all of the time standing up at the front desk reception.The front desk agent should be able to:
              • Stand for long periods of time.
              • Ability to bend, stand, reach, stoop, kneel, walk, push, manual dexterity.
              • Ability to lift up to 25 lbs. Work Authorization/Security ClearanceProvide proper information / documentationOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Keywords: TM Hospitality Inc, Miami , Front Desk Agent - Element Hotel by Marriott, Hospitality & Tourism , Miami, Florida

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