Description
The front desk agent is responsible for being the face and voice of the hotel. The incumbent must utilize available resources to provide excellent guest satisfaction. Required to meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained.
EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
Guest Service
- Handle guest check-ins and check-outs in a timely manner, while informing the guest of the facility’s details.
- Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
- Handle guest reservations over the phone and record accurate information when necessary.
- Coordinate with other departments to fulfill guest special requests.
- Must demonstrate proper phone etiquette to Marriott standards, such as transferring calls and taking accurate notes for any guest requests.
- Must follow proper cash handling procedures..
Miscellaneous
- Communicate with the incoming shift Associates by logging pertinent information in the Communications Log Book.
- Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
- Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.
SUPPORTIVE FUNCTIONS
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 requirements of the company.
• Attend mandatory meetings
• Perform general cleaning tasks to adhere to health and safety standards.
• Keep work area clean and organized.
• Other duties as assigned by the Supervisor or Manager.
OTHER DUTIES
Assimilate into Fillmore Hospitality culture through understanding, supporting and participating. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Fillmore Hospitality from time to time, is essential to the successful performance of this position.
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.
- Ability to arrive to work on time and when scheduled.
- Ability to walk, stand, and/or bend continuously to perform essential job functions.
- Ability to communicate in English, both orally and in writing, with guests and Associates, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
- Ability to work under pressure and deal with stressful situations during busy periods.
- Ability to access and accurately input information using a moderately complex computer system.
QUALIFICATION STANDARDS
EDUCATION
High School graduate or equivalent required,
EXPERIENCE
Prior Customer Service related experience preferred.
LICENSES OR CERTIFICATES
- None
GROOMING
All Associates must maintain a neat, clean, professional and well-groomed appearance (specific standards available).
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
- None
Associates will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
NOTICE:
The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Upon employment, all Associates are required to fully comply with Fillmore Hospitality rules and regulations for the safe and efficient operation of hotel facilities. Associates who violate company rules and regulations will be subject to disciplinary action, up to and including separation from the company.
Local candidates only
* We participate in E-Verify.
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.
Requirements
About Us
We work because of you. Our company is better, dare we say different, because we are owners and operators that employ critical thinkers with an entrepreneurial approach. The gist? We seek talent, not "positions," results, not "resumes." Show us your passion and we'll show you OPPORTUNITY. We are forward thinking, aggressive, focused, and guest-centric. It's just that simple.
Guess you could say that people make us tick. A vision is just pen to paper without the right people in the right seats. Wowed guests and satisfied owners are no happy accident; they're the result of strategic and operational alignment. This alignment is the sweet spot. Our teammates enable us to craft and consistently execute our vision and operating strategies in a manner that delights our guests and provides the ownership groups we represent with superior returns. We are committed to growing our business through acquisitions, new management contracts and new development. This includes our joint-venture to develop multiple Cambria Hotels and Suites across the country. As a result of our multi-faceted growth strategy, we never stop looking for talent that aligns with our goals and enables us to take on tomorrow's challenges. Ready to grow with us? We can’t wait to meet you.
Job Info
Columbus, OH
Fairfield Inn & Suites Columbus OSU
Posted on:
Position Available: immediately
Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.
Management Position: No
Description
The front desk agent is responsible for being the face and voice of the hotel. The incumbent must utilize available resources to provide excellent guest satisfaction. Required to meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained.
EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
Guest Service
- Handle guest check-ins and check-outs in a timely manner, while informing the guest of the facility’s details.
- Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
- Handle guest reservations over the phone and record accurate information when necessary.
- Coordinate with other departments to fulfill guest special requests.
- Must demonstrate proper phone etiquette to Marriott standards, such as transferring calls and taking accurate notes for any guest requests.
- Must follow proper cash handling procedures..
Miscellaneous
- Communicate with the incoming shift Associates by logging pertinent information in the Communications Log Book.
- Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
- Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.
SUPPORTIVE FUNCTIONS
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 requirements of the company.
• Attend mandatory meetings
• Perform general cleaning tasks to adhere to health and safety standards.
• Keep work area clean and organized.
• Other duties as assigned by the Supervisor or Manager.
OTHER DUTIES
Assimilate into Fillmore Hospitality culture through understanding, supporting and participating. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Fillmore Hospitality from time to time, is essential to the successful performance of this position.
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.
- Ability to arrive to work on time and when scheduled.
- Ability to walk, stand, and/or bend continuously to perform essential job functions.
- Ability to communicate in English, both orally and in writing, with guests and Associates, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
- Ability to work under pressure and deal with stressful situations during busy periods.
- Ability to access and accurately input information using a moderately complex computer system.
QUALIFICATION STANDARDS
EDUCATION
High School graduate or equivalent required,
EXPERIENCE
Prior Customer Service related experience preferred.
LICENSES OR CERTIFICATES
- None
GROOMING
All Associates must maintain a neat, clean, professional and well-groomed appearance (specific standards available).
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
- None
Associates will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
NOTICE:
The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Upon employment, all Associates are required to fully comply with Fillmore Hospitality rules and regulations for the safe and efficient operation of hotel facilities. Associates who violate company rules and regulations will be subject to disciplinary action, up to and including separation from the company.
Local candidates only
* We participate in E-Verify.
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.
Requirements
We work because of you. Our company is better, dare we say different, because we are owners and operators that employ critical thinkers with an entrepreneurial approach. The gist? We seek talent, not "positions," results, not "resumes." Show us your passion and we'll show you OPPORTUNITY. We are forward thinking, aggressive, focused, and guest-centric. It's just that simple.
Guess you could say that people make us tick. A vision is just pen to paper without the right people in the right seats. Wowed guests and satisfied owners are no happy accident; they're the result of strategic and operational alignment. This alignment is the sweet spot. Our teammates enable us to craft and consistently execute our vision and operating strategies in a manner that delights our guests and provides the ownership groups we represent with superior returns. We are committed to growing our business through acquisitions, new management contracts and new development. This includes our joint-venture to develop multiple Cambria Hotels and Suites across the country. As a result of our multi-faceted growth strategy, we never stop looking for talent that aligns with our goals and enables us to take on tomorrow's challenges. Ready to grow with us? We can’t wait to meet you.
