Hotel Front Desk Agent / Clerk

POSITION OVERVIEW / REPORTING TO FRONT OFFICE SUPERVISOR /MANAGER & GENERAL MANAGER

We have an exciting opportunity for a dynamic and enthusiastic individual to join our team as

front desk agent at the Brand New Dual-Brand Marriott property opening in mid-October 2024.

We are opening a 117 Rooms dual-brand Marriott Property

Fairfield Inn & TownePlace Suites located at 4609 Factory Colony Ln, Cincinnati, OH 45209

• Welcome Hotel Guests to the hotel.
• Check the daily arrival list / Departure list.
• Always displays a positive attitude.
• Follows up and verify arrivals by updating information in the system regarding the spelling of guest’s name, address before/upon arrival, and method of payment.
• Receive guests in a friendly and efficient manner. Up-sell rooms to optimize revenue and achieve a high average room rate.
• Allocate rooms and issue appropriate keys.
• Meet and respond to guest requests for information about the hotel and its surroundings.
• Arrange for special services requested by the guest and inform the related department.
• Follow up and ensure backups for showrooms & upgrade rooms are in place.
• Ensure all guests establish credit upon check-in.
• Monitor guest accounts to ensure adherence to hotel credit limits by printing high-balance reports and verifying the accuracy of registration information.
• Receive proper approval codes for credit card-paying customers.
• Identify and record special billing instructions and notify Front Office Supervisor / Manager.
• Communicate effectively with guests, colleagues, and supervisors.
• Demonstrate teamwork by cooperating and assisting colleagues as needed.
• Handle difficult situations professionally.
• Keep effective guest key control.
• Ensure that guest mail and messages are delivered promptly.
• Demonstrate a working knowledge of all services and facilities of the hotel, and effectively assist the hotel’s guests.
• Adhere to walk-in guests’ minimum deposit procedures as per mandatory accounting policies.
• Record wake-up calls given at the front desk / via in-house guest calls & endorse them to the Telephone Operators and verify the wake-up call sheet before the shift ends.
• Communicate to the manager on shift immediately on sleep-out; there are no luggage rooms.
• Ensure that guest details and room numbers are not disclosed.
• Maintain high confidentiality regarding guest privacy.
• Report any suspicious behaviors of guests and staff to the Front Office Supervisor /Manager and Security.
• Notify the Front Office Manager and Housekeeping Manager regarding lost and found objects.
• Follow emergency procedures to provide for the security and safety of guests and employees.
• Work in a safe manner that does not harm or injure self or others.
• Support a safe hotel by applying hotel regulations and adhering to existing laws and regulations.
• Attach alerts on the system or communication to registration card or guest folios/guest information for any flaws, to rectify errors before guest departure.
• Attend meetings and training required by the Front Office Supervisor / Manager.
• Maintain own working area, and materials clean, tidy, and in good shape; report defective materials and equipment to the Front Office Supervisor/ Manager.

Requirements

1+ years of experience as a Front Office Agent.

Hotel Front Office (PMS) Fosse 

A flexible work schedule is necessary for uninterrupted service to hotel guests.

Maintain the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct.