Job Overview We are looking for a responsible, friendly, and detail-oriented Guest Service Agent (Front Desk Agent) at the Residence Inn by Marriott in Santa Fe, NM. In this role you will welcome our guests, check them in and ensure they have an amazing stay at our hotel. In addition, you will be assisting guests with room reservations, answering guest questions, running reports for the day, handling payments, providing guest recommendations for things to do, places to dine and shop, etc. and assisting with our complimentary guest breakfast.
You need to be outgoing, a team player, an excellent communicator and problem solver as well as have a genuine desire to help others. You will make decisions on behalf of the hotel team that can make a difference in whether a guest will recommend us or choose to stay somewhere else. Our ideal candidate enjoys working with the public, is supportive of other team members, and is trustworthy beyond reproach. You can make a difference.
What You'll be doing - Greeting and Check-In: Welcome guests, clients, or customers in a friendly and professional manner. Assist with the check-in process, verify reservations, and provide necessary information about the facility's services, amenities, and policies.
- Check-Out and Payment Processing: Handle check-out procedures, process payments, and issue invoices or receipts as needed. Ensure accuracy in billing and resolve any payment-related queries.
- Phone and Email Communication: Answer incoming phone calls, direct calls to the appropriate department or person, and provide information or assistance as required. Respond to emails and inquiries promptly and professionally.
- Reservation Management: Manage room or service reservations, cancellations, and modifications. Ensure accurate data entry and maintain an up-to-date reservation system.
- Guest Services: Assist guests with requests such as room changes, additional amenities, directions, and local recommendations. Deliver amenities and packages to guest rooms. Address and resolve guest complaints or concerns in a timely and courteous manner.
- Administrative Tasks: Perform various administrative duties, including managing mail and packages, maintaining the visitor log, organizing files, and ensuring the front desk area is organized and presentable.
- Security and Access Control: Monitor access to the premises and ensure security protocols are followed.
- Cash Handling: Handle cash transactions accurately and securely. Maintain an organized cash drawer and reconcile transactions at the end of each shift.
- Multi-Tasking: Manage multiple tasks simultaneously, including attending to guests, answering phone calls, handling inquiries, and completing administrative tasks.
- Collaboration: Assist and work closely with other departments and team members in housekeeping, maintenance, and management to ensure smooth operations and outstanding guest experiences.
- Emergency Response: Follow established procedures for emergency situations, such as fire alarms or medical emergencies. Provide assistance to guests and staff as needed.
Skills and Abilities: High school education or equivalent experience. Strong guest service orientation, basic math / accounting skills, and familiarity with hospitality industry practices preferred. Ability to remain calm and professional under pressure. Proficiency in operating a computer, calculator, phone and other office equipment. Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.
Working Conditions & Physical Effort: Physical work is a primary part of many of our hotel jobs. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting to 35 lbs. Most, but not all work is performed in an interior hotel environment with equipment and machines.
Benefits: Benefits for Full Time employees may include :
- Health, Dental and Vision Insurances
- Disability Insurances
- Supplemental Life Insurances
- Flexible Spending Accounts
- 401(k) Retirement Plan
- Paid Time Off, Vacation and Holidays
- AMAZING HOTEL DISCOUNTS to other Marriott properties as well as any property in the TPG portfolio.
Benefits vary by location
EEO/VET/DISABLED Schedule:
- Day shift
- Holidays
- Night shift
- On call
- Weekends as needed
Experience:
- Hotel experience: 1 year (Preferred)
- Marriott Front Desk: 1 year (Preferred)
- Customer service: 1 year (Required)
- Benefits vary by location