Front Desk Agent

Company: Courtyard by Marriott Anchorage Airport
Location: Anchorage
Posted on: May 25, 2023

Job Description:

Guest Services Agent Job DescriptionCourtyard Anchorage AirportPosition Purpose:Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.Full-Time PositionsFull-Time Benefits:* Medical, Dental and Vision coverage* Life Insurance* Paid personal time off* Leadership and Management Training Programs* 401K Retirement Plan* A PATH for your future!* Discounted room rates* A FUN PLACE TO WORK* Access to voluntary benefits, including discount in pet insurance, cell phones, Travel & Entertainment and Health & Wellness programs.ESSENTIAL FUNCTIONS - Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest. - Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. - Greets customers immediately with a friendly and sincere welcome. Use a positive andclear speaking voice, listen to understand requests, respond with appropriate action andprovide accurate information such on outlet hours, special VIP programs, events, etc. - Receives special requests from guests, and responds appropriately or forwards requests to appropriate associates for decisions and actions. - Receives special requests from guests, and responds appropriately or forwards requests to appropriate associates for decisions and actions. - Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested. - Empathize and Listen to guest issues, 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. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.SUPPORTIVE FUNCTIONSIn addition to performance of the essential functions, this position may be required to perform acombination of the following supportive functions, with the percentage of time performing eachfunction to be solely determined by the supervisor based upon the particular requirements of thecompany. - Attempts to communicate with guest in guest's native language, if applicable. - Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. - Van Driver associates when needed - Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.Operate various office machinesSPECIFIC JOB KNOWLEDGE, SKILL AND ABILITYThe individual must possess the following knowledge, skills and abilities and be able to explainand demonstrate that he or she can perform the essential functions of the job, with or withoutreasonable accommodation.--- 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 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.NOTICE:Standing, bending, stooping, and lifting weights up to and including 20 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition,this is a hospitality business, and a hospitable service atmosphere must be projected at all times.Upon employment, all associates are required to fully comply with JL Hospitality Management rules and regulations for the safe and efficient operation of hotel facilities. JL Hospitality Management, LLC is an equal opportunity employer. JL Hospitality Management, LLC does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.JB.0.00.LN

Keywords: Courtyard by Marriott Anchorage Airport, Anchorage , Front Desk Agent, Sales , Anchorage, Alaska