- Report to work on time, in proper and clean uniform, including AC pin. Personal appearance and grooming must conform to standards.
- Handle all duties according to hotel policies, procedures, internal rules and standards.
- Conform to cash handling procedures at all times.
- Be knowledgeable about daily hotel operations, check daily game plan sheet, bulletin boards and be up to date with all changes, new procedures and events.
- Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
- Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
- Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
- Follow all cash handling and banking procedures to check out all customers efficiently.
- Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
- Operate MARSHA and FOSSE, take same day reservations and know how to enter reservations in MARSHA.
- Operate Guestware, MICROS, and Mobile Guest Services.
- Perform guest registration and room assignment and accommodate special requests of all guests.
- Be knowledgeable about Marriott Rewards benefits and accumulate sign-ups.
- Know how to follow all hospitality guidelines.
- Answer the phones according to the standards of proper etiquette, not exceeding 3 rings.
- Handle mail, packages, and messages properly and on a confidential basis.
- Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.
- Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures.
- Assist fellow associates in their jobs to ensure that all jobs are done on time.
- Have knowledge about all emergency procedures and know how to act on them.
- Be flexible in regard to work schedule.
- Use your FOSSE and other passwords with discretion; log off the terminal when leaving the area.
- Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
- Ensure proper credit when checking out guests and provide the guests with a 0 balance invoice.
- Handle late charges according to the procedure.
- Bank out at the end of the shift by following the blind drop procedures strictly. The front office will always verify the shift closing and enter the drop in the system.
- Manager will always verify the shift closing and enter the drop in the system.
- When leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured.
- Report any unusual occurrences or requests to the manager or security.
- At all times strive to represent the JW Marriott in the most professional manner.
- Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the Guest needs to ask.
- Focus your total attention to the guests, embody the AC Hotel core values; harmonious, modern, and discerning.
- Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.
- Maintain safety by adhering to all safety policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and in congested areas. Ensure that proper safety instructions are given before operating any equipment
- Read and understand the emergency red book binder to better aid the guest and coworkers in case of hotel emergency
- Report suspicious behavior to security or behavior that causes associates or guests to feel uncomfortable
- The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate, sometimes varying with live music performers.
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Front Desk Agent - Grand Rapids, United States - AC Hotel by Marriott Grand Rapids
Description
Job Description
Job DescriptionFrom comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown – and start your unstoppable career here.This is a part time position with varied hours between 1st and 2nd shift. Weekend availability required.
This position is eligible for discounted downtown parking, free employee meals, DailyPay, hotel and restaurant discounts and more.
JOB REQUIREMENTS
SAFETY AWARENESS
WORK ENVIRONMENT
By signing below, you are verifying that you have read all of the above and will abide by all points of the position description to the best of your ability.
NOTICE
The hotel business functions seven (7) days a week, twenty-four (24) hours a day. You as an associate must realize this fact and be aware that at times it may be necessary to move you from your accustomed shift, as business demands. This is a hospitality business and a hospitable service atmosphere must be displayed at all times. In addition, you understand that business determines the amount of hours which are worked and that some weeks you may be scheduled to work less than forty (40) hours, and on other weeks you may be scheduled to work more than forty (40) hours per week. I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action.
