Front Desk Clerk

OVERALL RESPONSIBILITIES:

Serve all guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott standards of proactive hospitality and adhering to guidelines and procedures.

MAJOR DUTIES:

· Welcome guests and provide an efficient check in ensuring proper registration of the guest according to legislation and hotel policies.

· Perform room assignment and accommodate special requests of all customers.

· Be able to use sales dialogue throughout any guest conversation, selling the Hotel, its outlets & services. Have knowledge of hotel rates, discounts and how to handle each.

· Guests waiting for rooms should involve the Shift leader and should be offered breakfast (not for free), coffee/tea, and access to a phone if requested, keeping the guest informed about the exact time at which the room will be ready.

· Dealing with all guest inquiries and complaints quickly, efficient and in a courteous manner. Ensure that all guest problems are resolved by using the \"Guest Response Program\" procedures.

· Update all guest profiles in Fidelio as set out in Marriott standards.

· Be prepared to perform all Front Office functions, including AYS, Executive Lounge attendant and Concierge.

· Performing a Credit limit check.

· To carry out all cash handling procedures in accordance with the hotel policies and security requirements.

· Ensure an efficient check out solving all guest queries and take correct monies. Provide the guests with a 0 balance invoice.

· Post car park and other miscellaneous charges, like Gift shop.

· Handle late charges according to the procedure.

· Bank out at the end of the shift, following the blind drop procedures strictly. The front desk supervisor will always verify the shift closing and enter the drop in the system.

· Leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured.

· Know and advertise Marriott Rewards and other frequent traveler programs.

· Handle safe deposit boxes.

· Assist fellow associates in their jobs to ensure that all jobs are done on time.

· 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 customers.

· Perform Bucket check.

· Print registration cards and check confidential rates and select proper profile.

· Make room keys respecting the different guest access levels within the hotel.

· Be familiar with the AM, PM and the night checklist to ensure smooth daily operations.

· Change Pay-TV tapes.

· Check Lobby for tidiness, music level and all over organization.

· Encourage guest to give feedback by filling in a GSS.

· Serve as Executive Lounge Attendant, if requested.

GENERAL RESPOSABILITIES

· Report to work on time, in proper and clean uniform, including name tag. Show a smart appearance at all times, grooming must conform to standard.

· Lead by example: Provide a gracious and proactive hospitality towards all guests and associates. Show a positive attitude and demonstrate team work.

· Use your PMS password with discretion; log off the terminal when leaving the area.

· Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings).

· Be fully conversant with the Front Office Computer System (Opera), reservations system (Marsha/ GXP), POS (Micros), Interfaces, Pay-TV system (TBC), Call Accounting System , Bankcard system (Freedompay) and Parking computer system.

· Handle mail 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.

· Know how to follow all hospitality guidelines.

· Attend any meetings or training sessions as requested.

· Understand and adhere to all aspects of the Hotel policy and procedures related to your duties.

· Be familiar with and follow all hotel safety and accident prevention procedures.

· Participate in the daily \"15 Minutes Training\".

· Ability to communicate with all managers and supervisors and fellow associates.

· Knowledge of English and local language.

· Ability to handle conflict situations in a professional manner.

· Exhibit courteous hospitality at all times and fully take ownership each guest issue.

· When in communication with the guest, the associate must be proactive in every area, including offering additional services.

· Handle all duties according to hotel policies, procedures, internal rules and standards. Always conform to cash handling procedures.

· Have knowledge about the city, the local area and attractions to provide the guests with all requested information.

· Be informed about all daily activities in the hotel, functions, VIP's etc. when starting the shift.

· Have knowledge of the hotel, hotel associates' name and hotel services with hours of operations for all departments involved and surrounding areas (sightseeing & transportation).

· Have a thorough knowledge of guest rooms including: locations, views, amenities, features, types, etc.

· Be flexible in regard to work schedule.

· Be prepared to work night shift when needed.

· Report any unusual occurrences or requests to the manager.

· Each associate is expected to carry out, within their capabilities, all reasonable requests by management.

· At all times strive to represent Marriott in the most professional manner.

SAFETY AWARENESS:

Be knowledgeable about all emergency plans and knows how to act upon them. Maintains safety by adhering to all hotel safety and accident prevention procedures. Being responsible to report all accidents immediately. Supports all safety programs. Proceeds with caution when walking on slippery floors. Ensures proper safety instructions are given before operating any equipment.

Please note that the above mentioned tasks are a brief overview of all duties and can be adjusted by daily check lists and other methods of communication at all times.

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Notice: The hotel business functions seven days a week, 24 hours a day & 365 days a year. All associates need to realise this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitality service atmosphere must be protected at all times.