Front Desk Lead Agent

Job Description

The Courtyard Marriott Columbus OSU is currently seeking a Front Desk Lead Agent to join our team! Full Time Position, First Shift, must be available weekends.

Job Summary:

The Front Desk Lead will perform and lead the front desk operations, which include:

Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with housekeeping to track readiness of rooms for check in. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. This position will also support the Executive Office in daily administrative tasks. The ideal candidate will have six months’ experience in a hotel front desk position, possess excellent customer service skills, and the ability to engage both external and internal guests.

Essential Functions:

• Act with integrity, honesty, and knowledge that promotes the culture, values and philosophy of Marriott.

• Assist guest with check in and check out processes (verifying registration, address and credit information, balancing bank, posting charges)

• Go above and beyond to provides assistance, i.e. assist with luggage, coffee, directions, wake up calls, future reservations, etc

• Provide information to guest and visitor inquiries; coordinates all guest requests for special arrangement of services, courteously and efficiently informs guests of hotel services, features and room amenities

• Answer hotel telephones courteously and efficiently following Courtyard by Marriott standards

• Be familiar and knowledgeable with the operation of the POS system

• Follow Courtyard by Marriott operational policies and procedures, including those for cash and credit card handling, safety and security and all other policies, procedures and standards to ensure we can consistently exceed the guests’ expectations

• Provides professional and thorough communication (via email, property management system or verbal) to ensure guest satisfaction

Physical Requirements:

These physical demands represent the physical requirements necessary for an associate to successfully perform the essential functions of the position. Reasonable accommodation can be made to enable individuals with disabilities to perform the described essential functions of the position.

• Associate must be able to stand for up to 8 hours a day consecutively.

• Associate may have to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

• Associate is often required to sit and use his or her hands and fingers, to handle or feel.

• Ability to lift, pull, and push moderate weight (minimum of 20 lbs).

• Vision abilities required by this job include close vision.

• Associate must talk and hear.

Qualifications, Education, Experience, Skills, and Abilities:

• Customer service skills.

• Professional demeanor.

• Organizational skills.

• Communication skills.

• Initiative and creative problem-solving skills.

• Flexible availability (to include days, evenings, weekends, holidays)