Front Desk Clerk

Benefits

Additional Information

CRITICAL TASKS WORKING RELATIONSHIPS: Reports to: Front Office Manager Interfaces: Customers, Suppliers, Heads of Departments, MVW Associates, outsource associates. Safety and Security Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Maintains awareness of undesirable persons on property premises. Follows property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Identifies and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Guest Relations Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. Anticipates guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Addresses guests' service needs in a professional, positive, and timely manner. Thanks guests with genuine appreciation and provide a fond farewell. Provides assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). Engages guests in conversation regarding their stay, property services, and area attractions/offerings. Assists other associates to ensure proper coverage and prompt guest service. Communication Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speaks to guests and co-workers using clear, appropriate and professional language. Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Provides assistance to coworkers, ensuring they understand their tasks. Talks with and listens to other associates to effectively exchange information. Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email). Working with Others Supports all co-workers and treat them with dignity and respect. Handles sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality. Develops and maintains positive and productive working relationships with other associates and departments. Partners with and assist others to promote an environment of teamwork and achieve common goals. Listens to and considers the concerns of other associates, responding appropriately and effectively. Quality Assurance/Quality Improvement Complies with quality assurance expectations and standards. Physical Tasks Stands, sits, or walks for an extended period or for an entire work shift. Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance. Check-in/Check-out Activates room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. Ensures rates match market codes and that any exceptions are documented and include an explanation. Secures valid form of payment (e.g., credit card, cash) prior to issuing room key. Processes all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. Accommodates requests for room changes when possible. Communicates to appropriate staff that there are guests that are waiting for an available room. Verifies and adjusts billing for guests. Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp). Assigns room according to guest request and preferences whenever possible. Asks for and enters Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in. Advises guest of any messages (e.g., voicemail, mai

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