Assist guests efficiently, courteously and professionally in all Front Desk related functions. To maintain Courtyard by Marriott's high standards of service and hospitality.

ESSENTIAL FUNCTIONS:

• Provide the highest quality of service to the customer at all times.
• Promptly and effectively deal with guest complaints and requests.
• Check guests in and out efficiently and in a friendly manner.
• Post guest charges and compute guest bills using GuestView, collect payment and make changes for hotel guests following all cash handling procedures as required by Marriott.
• Handle guest mail and messages per established procedures.
• Be very knowledgeable of Marriott Bonvoy Loyalty Program.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Answer switchboard in accordance with standards of proper telephone etiquette.
• Block rooms and handle special requests.
• Monitor room availability.
• Handle safe deposit boxes used by guests per established procedures.
• Keep lobby and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Offer and properly handle requests for wake-up calls.
• Know how to clean guest rooms to standards.
• Clean lobby, meeting room, vending room, and back-office area as outlined in the Guest Service Representative Daily Cleaning Responsibilities.
• Perform shift start-up and end duties; make cash drops.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift.
• Inform management of any guest or systems-related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass on log.
• Keep maintenance informed of all maintenance needs.
• Pass on guest lost and found inquiries to management or Guest Room Supervisor.
• Assist in marketing effort by completing Company Tracking.
• Must wear proper uniform at all times in accordance with the Standards of Appearance.
• Practice safety standards at all times.
• Be able to move luggage or packages weighing up to 40 lbs.
• Associate must adhere to all work rules, procedures, and policies established by the company, including, but not limited to those contained in the associate handbook.
• Perform other duties as assigned, of which the associate is capable.

• Open availability
• Communicate effectively verbally and written
• Team player
• Guest Satisfaction
• Service Recovery

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