As a Front Desk Agent at the Trumbull Marriott Shelton, you are the first point of contact for our guests, setting the tone for their entire stay. You deliver exceptional customer service by handling check-in and check-out procedures, managing reservations, and addressing guest inquiries and concerns with professionalism and efficiency. Your role is crucial in ensuring guest satisfaction and maintaining the smooth operation of the front desk.
- Manages the check-in and check-out process, ensuring accuracy and efficiency.
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Handles guest reservations, modifications, and cancellations.
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Provides exceptional guest service, addressing inquiries, requests, and complaints promptly and professionally.
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Operates the switchboard, answering calls and directing them appropriately using proper telephone etiquette.
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Maintains accurate records of guest accounts and transactions.
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Handles cash and credit card transactions, ensuring accuracy and security.
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Resolves guest issues and complaints, escalating to management when necessary.
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Promotes hotel services and amenities to guests.
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Collaborates with other hotel departments to ensure guest satisfaction.
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Utilizes Marriott systems (e.g., FOSSE, Opera) for reservations, check-in/check-out, and guest information.
- High school diploma or equivalent.
- Previous experience in a customer service role preferred.
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Experience in a hotel front desk setting is a plus.
- Excellent communication skills, both verbal and written.
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Strong problem-solving abilities.
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Proficiency in cash handling procedures.
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Knowledge of telephone etiquette.
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Familiarity with front desk operations.
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Ability to use Marriott systems (e.g., FOSSE, Opera) is an asset.
- Experience with Marriott brand standards.
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Additional certifications in hospitality or customer service.
- Ability to stand for extended periods.
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Ability to lift and carry up to 10 pounds.
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Must be able to work a variety of shifts, including weekends and holidays.
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Work is performed in a fast-paced hotel environment.
