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Guest Service Representative / Front Desk Agent

posted August 20, 2019

Menomonee Falls Hotel (Delta Hotels by Marriott – Coming in Fall 2019)
Menomonee Falls, WI
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Looking for Passionate, Enthusiastic, Detail-Oriented and Business-Focused Individuals!! We offer a Fun & Energetic workplace for all employees!
593836 l

About This Job

Role Objective:

Front Desk Artist designs the guest’s experience during their stay. You are the first line of contact with all guests and clients using your friendly and outgoing personality to greet guests, facilitate guest arrival and departure, and respond to any needs and requests. You take ownership in helping create a positive and memorable experience.


Reports To: Front Office Manager


Responsibilities/Duties:

  • Attend new hire, department and company orientation prior to beginning work in the department.  Continue attending Quality & Training classes for personal development.
  • Help maintain a positive guest experience. Smile; be helpful and friendly while providing quick and accurate service.
  • Respond in a timely and courteous manner to all guest questions or requests.
  • Provide professional and courteous service while performing check-in/check-out process. 
  • Obtain a method of payment for all hotel guests and ensure that this MOP will be sufficient for the duration of the guests stay.
  • Provide information to the guest regarding the hotel, functions being held, amenities and services available, the surrounding community, points of interest, directions and other items the guest requests.
  • Post charges to guest room accounts using PMS system.
  • Responsible for maintaining proper level of cash bank at all times.
  • Prepare accurate reports regarding cash receipts and pay-outs for accounting department. 
  • Provide every assistance in satisfying guest complaints and taking steps necessary to ensure that these complaints do not happen again.
  • Inform other departments of the special needs or requests of guests so they may respond in a timely manner.
  • Responsible for completing AM/PM check sheet. 
  • Ensure delivery of all guest faxes, mail and other special deliveries.
  • Cash checks for hotel guests in compliance with the hotel’s check cashing policy.
  • Up-sell the hotel, its’ services and facilities at all times.
  • Take requests for wake-up calls and forward requests to PBX department.
  • Act as reservationists' when the Reservations Department is unavailable. 
  • Perform other related duties as assigned. 


Required Education/Experience:

  • High School diploma or GED
  • One year of experience in a customer service, knowledge of the city and/or related profession or equivalent.


Minimum Qualifications:

Excellent communication and interpersonal skills.

Must have command of the English language

Basic mathematical skills.

Must be alert to the customers' needs.

Able to stand for 8 hours.

Must be able to work flexible days and hours, including weekends and holidays.

ROLE DESCRIPTION – FRONT DESK AGENT


Able to perform tasks several tasks simultaneously.

Good hearing and vision with or without corrective lenses.

Able to lift at least 50 pounds.

  • Basic computer usage skills


Competencies:

  • Customer/Client Focus
  • Flexibility
  • Time Management
  • Teamwork Oriented

 

Physical Demands:

The physical demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of the job.  While performing the duties of this job, the staff member is regularly required to stand; walk; use hands and fingers, to handle and feel objects, tools controls and type; talk with and hear guests.  The staff member must occasionally lift and/or move up to 50 pounds.  The specific vision abilities required are close vision.

 

Other Duties:

Please note this job description is not designed to cover or contain comprehensive listing of activities, duties or responsibilities that are required of the artist for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Compensation: 10.00

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About This Employer

Menomonee Falls Hotel (Delta Hotels by Marriott – Coming in Fall 2019)

N88 W14750 Main Street
Menomonee Falls, WI 53051

(262) 251-5153

134 Room Hotel

www.mfallshotel.com

Our Hotel

Within 30 minutes of downtown Milwaukee and Lake Michigan, the Menomonee Falls Hotel (Milwaukee NW) offers a great location for business and leisure. Soccer players and their fans enjoy staying just five miles from Uihlein Soccer Park while families love our proximity to Milwaukee County Zoo. In addition to a winning locale, our hotel also features an indoor pool, a whirlpool tub and an on-site bar and grill where you guests unwind.

  • Indoor pool and whirlpool tub 
  • 24-hour business center 
  • Fitness center, open 24 hours 
  • Complimentary parking