Front Desk Associate - Cincinnati Airport Marriott
Hebron, KY 41048
About the Job
Essential Duties:
- Greet guests in a friendly, hospitable manner demonstrating excellent customer service.
- Check guests in and out, following hotel protocols, and obtaining method of payment per standards.
- Provide guests with information regarding the hotel, outlets, amenities, and area.
- Respond to guest calls and requests. Employ problem resolution strategies and service recovery in the event of guest complaints.
- Answer phones in a courteous manner and assist guests with any inquiries.
- Utilize hotel software and PMS to record guest information in an accurate manner.
- Maintain accurate and complete knowledge of the hotel's Emergency Procedures and know action steps to take during emergency situations.
- Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
- All other duties as assigned by management.
Other:
- Regular attendance in conformance with the standards.
- Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
- Upon employment, all employees are required to fully comply with Pyramid Hotel Group rules and regulations for the safe and efficient operation of hotel facilities.
- Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
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.
- 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 the front office and continuously perform essential job functions.
- 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.
- Experience with PMS and is a plus but not required.
Requirements:
- Education:
- High school diploma preferred.
- Experience:
- Prior Front Office experience at a full-service hotel is preferred. Prior experience with PMS is preferred but not required.
- Grooming:
- All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).
Source : Cincinnati Airport Marriott