Front Office Associate
As a Front Office Associate, you're the face of our hotel, providing a warm welcome and ensuring a seamless experience for every guest. From efficient check-ins to managing inquiries, you'll be instrumental in creating a positive first and last impression, upholding our commitment to exceptional hospitality.
Your Responsibilities
Guest Services & Transactions:
- Process all guest check-ins and check-outs, including room assignments and handling room change/late check-out requests.
- Secure payment for stays and activate/reissue room keys.
- Verify that rates match market codes and document any exceptions.
- Accurately verify and adjust billing for guests.
- Communicate with relevant staff when guests are waiting for an available room.
- Advise guests of messages received for them.
- Clear departures promptly in the computer system.
- Coordinate with Housekeeping to track room status and address guest concerns.
- File guest paperwork and documentation meticulously.
- Operate the telephone switchboard station efficiently.
- Run and check daily reports, contingency lists, and credit card authorization reports.
- Provide guests with directions and property information.
- Answer, record, and process all guest calls, requests, questions, or concerns, following up to ensure satisfaction.
- Arrange transportation for guests and visitors.
- Count and secure your cash bank at the beginning and end of each shift.
- Process all payment types, including vouchers, paid-outs, charges, and provide change as needed.
- Notify Loss Prevention/Security of any reports of theft.
Professionalism & Team Collaboration:
- Adhere to all company policies and procedures; report accidents, injuries, and unsafe work conditions to your manager.
- Maintain a clean and professional uniform and personal appearance.
- Uphold the confidentiality of proprietary information and protect company assets.
- Welcome and acknowledge guests according to company standards; anticipate and address their service needs; assist individuals with disabilities; and thank guests with genuine appreciation.
- Speak using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with colleagues; support your team to reach common goals; and listen and respond appropriately to employee concerns.
- Comply with all quality assurance standards.
Physical Requirements
- Stand, sit, or walk for an extended period of time.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None.
- At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
