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Guest Service Agent PT

Company: Marriott Fullerton at California State University
Location: Fullerton
Posted on: January 7, 2020

Job Description:

REPORTS TO: Front Office Manager BASIC PURPOSE : Assist guests, respond to inquiries and handle problems coming in to the Front Office in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs. ESSENTIAL FUNCTIONS : Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (40%) Monitor special requests and assign and pre-register guest rooms to accommodate unique needs whenever possible. (15%) Handle phone inquiries, redirect calls and monitor GXP messaging requests in a timely and professional manner (15%) Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (10%) Take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (5%) Cancel room reservations according to procedures. (5%) Walk customers in a professional and courteous manner according to procedures. (5%) NON-ESSENTIAL FUNCTIONS : (5%) 1. Inventory guest room keys according to policy and request re-keying as necessary. 2. Assist with responsibilities and duties as needed in the areas of Bell Person and PBX Operator. 3. Perform special projects and other responsibilities as assigned. Knowledge and Skills : Education: High School education or equivalent experience. Experience: Experience required by position is from three months to one full year of employment in a related position with this Company or other organizations. Skills and Abilities: Requires a working knowledge of the Front Desk aspect of Interstate's services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred. No. of employees supervised: None. Travel required: None. Hours Required: Part-Time: Scheduled days and times may vary based on need. Interstate Hotels & Resorts is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Click here and here to navigate to the "EEO is the Law" poster and supplement. If you need accommodation for any part of the employment process because of a medical condition or disability, please call (703) 387-3888 or email ADA.Assistance@interstatehotels.com with the nature of your accommodation request and include the Hotel location and title of the job opening. Please allow one (1) business day for a reply.

Keywords: Marriott Fullerton at California State University, Fullerton , Guest Service Agent PT, Sales , Fullerton, California

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