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Front Desk Agent

Posted February 18, 2021

Detroit Marriott Livonia
Livonia, MI
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About This Job

Minimum Job Description, including but not limited to the following:

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs.  Make appropriate selection of rooms based on guest needs.  Code electronic keys.  Non-verbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. 

Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.  Accept and record vouchers, travelers checks, and other forms of payment.  Convert foreign currency at current posted rates.  Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for customers as requested.

Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.    

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times.  Can communicate well with guests.  Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.  Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.  Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.  Ability to stand and move throughout front office and continuously perform essential job functions.  Ability to access and accurately input information using a moderately complex computer system.  Ability to observe and detect signs of emergency situations.  Ability to establish and maintain effective working relationships with associates, customers and patrons.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Detroit Marriott Livonia

17100 Laurel Park Drive North
Livonia, MI 48152

(734) 462-3100

224 Room Hotel

www.marriott.com

Our Hotel

The Detroit Marriott Livonia, Michigan hotel: an exceptional place to stay and easily accessible to downtown Detroit, Ann Arbor, Detroit Metro Airport and the Southeast Michigan area. Connected to Laurel Park Place mall, this Livonia Hotel is just steps away from variety of fine retailers, restaurants and newly renovated Phoenix movie theatre. Once inside the Detroit Marriott Livonia, MI hotel, you'll enjoy guest rooms and suites featuring luxurious beds, down comforters and duvets, HD flat screen TVs, and recently upgraded wireless internet. Treat yourself to relaxing diversions in our Livonia hotels indoor pool and fitness center. Satisfy your appetite in our 'hometown favorite' Sweet Lorraine's Café & Bar, specializing in contemporary American fare and libations.