Front Desk Agent Evenings 3-11PM Courtyard by Marriott Parkside Town Commons -Cary, NC

WINWOOD HOSPITALITY GROUP•Cary, NC

1d•Onsite

About The Position

The critical function of any hotel is to provide a reliable, comfortable, accurate, trouble-free experience in sleeping accommodations. The GSA must understand how the standards of our hotel, Courtyard by Marriott and Marriott Worldwide, dictate the level of pre-planning, warm welcome and personal attention that must be delivered to each of our guests. The GSA must know how to fully utilize the MARRIOTT system, MARRIOTT database, Guest Dossier, Group Resumé, Logbook information and pre-shift hand-off to ensure that high levels of guest satisfaction (GSS) and product quality standards (QA) are met. The GSA will need to respond to any guest issues or requests all the way to the final resolution of the issue, using all avenues of communication. The GSA will build guest loyalty for the hotel and Marriott brand by demonstrating professional behavior, competent service skills, sincere hospitality, and adhering to the Courtyard by Marriott Mission Statement. The GSA will assist department managers in all areas of the hotel, in accordance with brand standards, to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance, punctuality, and teamwork.

Requirements

High School diploma or general education degree (GED) is desired, but not essential.
Previous related experience – hospitality, front desk service - strongly preferred.
Comfort in a computerized environment is essential.
Work well and communicate effectively with other team members and departments
Ability to read and write in English, perform mathematical computations such as adding, multiplying, calculating room rates, taxes, percentages.
Effectively communicate with hotel guests and clients, utilizing courtesy, tact and diplomacy.
Excellent verbal and telephone skills
Ability to remain calm and organized in times of multiple demands
Follow directions accurately and efficiently.

Responsibilities

Complete and stay current on all Marriott mandated training and certifications
Accurately make reservations for guests staying with hotel.
Always protect the security and privacy of guests and clients (key control, checking ID when appropriate, phone transfer procedures) Follow proper credit card procedures.
Check guests into the hotel following the proper steps of check-in, ensuring that accurate guest information is recorded; verify a valid form of payment at check-in.
Check guests out of the hotel, following proper steps and providing a fond farewell.
Communicate with bell/driver staff to ensure the timely pick up and drop off of guests.
Accurately record information for wakeup calls to guest rooms on log sheet; accurately input information into PBX phone console for wakeup calls.
Assist guests with billing inquiries.
Assist and direct guests to meeting rooms. Stay informed and up to date on current meetings in house as well as upcoming meetings and functions.
Is knowledgeable of the surrounding area attractions and shopping/restaurant options.
Assist guests with questions regarding the location of the different hotel amenities and hours of operation such as swimming pool, fitness center, business center and the like.
In accordance with operational standards, assist management with the day-to-day arrivals – HHonors assignments and amenities in a manner that exceeds guest expectations and hotel & brand standards.
Exceed guest expectations by personal example for other Guest Services staff, as measured by direct guest feedback, SALT, TripAdvisor and other on-line review sites
Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike.
Ensure that brand standards of operations, safety, and services are always maintained. Understand and execute strategies to achieve hotel goals and benchmarks for occupancy, rate, revenue, and cost objectives. 2
Ensure that all processes at the Front Desk are executed correctly so that revenues are protected, checks & balances in place. Regularly follows financial control procedures for cash, vouchers, inventories, and receivables.
Assist with group information entry as requested by Sales Team; post billing for banquet events as needed.
Coordinate effectively with Housekeeping to fulfill all guest requests in a timely manner, follow up to ensure completion, offer alternatives where we are unable to meet exact requests.
Coordinate with Engineering Teams for responsiveness to guest needs and to maintain all aspects of the hotel in a “like new” condition.
Be aware of, act on and/or report any issue that affects the safety of guest or team member.
Knows why competitors are successful in our market and directly markets/sells against him or her.
Understand the parameters within which to make rate decisions based on occupancy levels, and when to consult with senior team members.