At the Columbus Marriott Northwest, exceptional guest service is our passion. That's why we have consistently ranked among the nation's best Marriott hotels in guest satisfaction. Located in Dublin, an upscale suburb of Columbus, Ohio, our hotel is near Muirfield Village Golf Club, Columbus Zoo, Tuttle Crossing Mall, and within walking distance of nine restaurants. At the center of our hotel is the Marriott Greatroom; flexible seating and spaces with a contemporary style and design, a coffee bar proudly serving Starbucks® coffee, and a chef-crafted menu of small plates and pours. Guest rooms feature ultra comfortable bedding, flat screen LCD HDTVs, and ergonomic work spaces. The Columbus Marriott Northwest has over 14,000 square feet of flexible event space for wedding receptions, meetings and other gatherings. We feature 19 meeting rooms, custom catering and onsite audiovisual services, backed by our responsive Red Coat Service.
The Columbus Marriott Northwest is excited to add another Front Desk Agent to our family! We are currently seeking outgoing associates who can provide prompt, courteous, and outstanding Guest Service!
Flexible and Open Availability is preferred as we are seeking individuals with the ability to work 1st (7AM-3PM) and 2nd shift (3PM-11PM). We will work with student schedules. We are seeking full time associates. Weekend availability is required.
The Front Desk Agent will be responsible for the following tasks:
-Greet customers immediately with a friendly and sincere welcome. Use appositive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
-Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information. Promote the hotel’s amenities. Make appropriate selection of rooms based on guest needs. Code electronic keys.
-Provide welcome folders containing room keys, certificates, and coupons (where applicable). This position requires continual standing and movement throughout the front office area.
-The associate will verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Post charges to guest rooms and house accounts using the computer.
-Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
-Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue or points allowances.
-Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications.
-Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Take ownership of guest challenges and follow through to ensure guest satisfaction.
-In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
-Summon bell staff assistance to escort guests to their rooms as appropriate.
-Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
-Use the photocopier to make copies of items as required.
-File registration cards.
-Retrieve registration cards from the files for each check out.
-Other duties as assigned by the supervisor such as assisting PBX operators.
Specific Job Knowledge, Skill and Ability:
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Basic mathematical skills and 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 diffuse anger, collect accurate information, and resolve conflicts.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to read, listen and communicate effectively in English, both verbally and written.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Experience with Marriott systems is a plus but not required.
Education: High school diploma preferred.
Experience: No prior experience required. Prior hospitality experience preferred.
Licenses or Certificates: No special licenses required. Individuals are required to meet the minimum bonding standards.
High school diploma preferred.
No prior experience required. Prior hospitality experience preferred.
Licenses or certificates:
No special licenses required. Individuals are required to meet the minimum bonding standards.
All employees must maintain a neat, clean and well groomed appearance.
Applicants with additional language skills preferred.
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