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Guest Services Agent


Posted July 21, 2022

Fairfield Inn & Suites by Marriott Watervliet St. Joseph
Watervliet, MI
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About This Job

The ideal candidate for this position

  • Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
  •  Experience in a hotel or a related field preferred. 
  •  Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. 
  • Demonstrate the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
  •  Holds an understanding of hotel products and guest services (i.e. lifestyle full service resort etc.) 
  •  Ability to participate in the creation of an enjoyable work environment
  •  Approach all encounters with guests and associates in a friendly service oriented manner.
  •  Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards)
  •  Maintain regular attendance in compliance with hotel standards as required by scheduling which will vary according to the needs of the hotel. 
  •  Comply at all times with hotel policies standards and regulations to encourage safe and efficient hotel operations.
  •  Must be able to convey information and ideas clearly. 
  •  Must be able to evaluate and select among alternative courses of action quickly and accurately. 
  •  Must work well in stressful high pressure situations. 
  •  Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
  •  Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests.
  •  Must be able to work with and understand financial information and data and basic arithmetic function.
  •  Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing 
  •  Ability to read comprehend and write simple instructions and/or short correspondence and memos 
  •  Ability to use logic to define the problem collect information establish facts draw valid conclusions interpret information and deal with abstract variables for unique or unfamiliar situations
  •  An operational knowledge of Microsoft Office suite 
  •  High School diploma or equivalent required; College course work in related field helpful.

What you will be doing

  •  Greet and welcome all guests approaching the Front Desk in accordance with hotel standards; maintain a friendly and warm demeanor at all times. 
  •  Maintain proper operation of the telephone switchboard and ensure that all hotel performance standards are met.
  •  Handle requests for information mail and messages in an efficient and courteous manner. 
  •  Answer guest inquires about hotel service facilities and hours of operation. 
  •  Answer inquiries from guests regarding restaurants transportation entertainment etc. 
  •  Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
  •  Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates. 
  •  Obtain all necessary information when taking room reservations and follow rate quoting scenario.
  •  Be familiar with all hotel policies and house rules as well as hospitality terminology. 
  •  Have knowledge of and assist in emergency procedures as required. 
  •  Handle check-ins and check-outs in a friendly efficient and courteous manner.
  •  Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. 
  •  Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms.
  •  Use proper two-way radio etiquette at all times when communicating with other associates.
  •  As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members
  •  Maintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel.
  •  Perform other duties as assigned which may include but is not limited to the following: helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds.
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About this Employer

Fairfield Inn & Suites by Marriott Watervliet St. Joseph

8258 Arnt Boulevard
Watervliet, MI 49098

(269) 463-7946

96 Room Hotel

Our Hotel

For business or pleasure, our guests love our convenient location just off of I94. Newly renovated, our contemporary design offers a flexible room experience; whether a single traveler or family. Located within minutes of Lake Michigan’s shoreline, travelers can play at Silver Beach, walk the Piers or visit Curious Kids Museum by day and take the elevator home to a great night sleep. On the weekend, guests can enjoy Surfari Joe’s Indoor Water Park by booking an Escape Theme Package. Surfari Joe’s features 2 water slides, lazy river, Pygmy Pond for the little ones and our Rip Curl Arcade. Often used as a hub hotel, guests use the hotel as the center point for their business trip. Staying with us and venturing out to Lane Automotive, Whirlpool, Palisades, Lakeland Hospital, AEP, Cook Plant or MPI Research in Mattawan. Couples enjoy the wine tasting tours of our local vineyards playing 9 or 18 holes at Harbor Shores Golf Club (home of the Senior PGA Championship) or Paw Paw Lake Golf Club.