Front Desk Agent - Pittsburgh Marriott North
Cranberry Township, PA 16066
About the Job
*This position is primarily PM's
The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
We offer our associates the following incredible benefits:
- Highly competitive wages
- Work life balance Bonus program for line level associates.
- Team member travel discounts with Marriott hotels and Pyramid family of hotels!
- 401k with an employer match
- Free associate parking
- Free associate assistance program
- Employer provided uniforms.
- Employer meal program
- Benefits after the first month of employment for full-time employees!
- Benefits offered include Medical, Dental, Vision, 401k, Life Insurance, Short and Long Term Disability and Supplemental Insurance
- Earn paid time off on your first paycheck and start utilizing it after only 90 days of employment.
- Ability to earn up to 1 week paid time off in your first year of employment.
- 7 Paid Holidays a year
- 3 Paid Sick Days after 1 year
- No limit to the amount of paid time off hours you can rollover each year
- PTO Cash Out options 100% employer paid Life Insurance at 1 time your annual salary.
The Front Desk Agent will:
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to 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 with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's 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.
- Requires continual standing and movement throughout front office area.
- 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. Perform accurate, moderately complex arithmetic functions using a calculator. 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.
- Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
- Field guest complaints, conducting through 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. Take ownership of guests challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Basic mathematical skills and 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 read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
High school diploma preferred.
No prior experience required. Prior hospitality experience preferred.
Must be available nights and weekends.
Marriott and Pyramid travel perks available to part time employees!