About us
Fairfield Inn & Suites by Marriott Kansas City North/Gladstone, Missouri
Job Title: Front Desk & Weekend Overnight Associate (Full Time)
FLSA Status: Non-Exempt
Department: Front Office Reports to: AGM
Scarlett Hotel Group Mission:
To create an amazing experience for our guests and fellow team members.
Position Summary:
You would be responsible for creating an amazing experience for each our guests while we have the time to connect with them in the lobby or over the phone.
Duties & Responsibilities:
The responsibility to our guests:
At check in:
· Eye contact, smile, tone and inflection in your voice with our guests
· Sincerity in the welcoming our guests
· Accurate, quick and efficient check in by following and completing all the key points on your check in script
· Walk the guest to the elevators at check in
· Use the guest’s name at least twice
· Adhere to the rewards standards set forth by the brand
· Suggest and accurately enter in all wake up calls
During their stay:
· Anticipate guests’ needs and exceed guest their expectations
· Answer all calls within three rings with a smile in your voice
· Know your local area attractions end directions
At check out:
· Eye contact, smile, tone and inflection in your voice with our guests
· Accurate, quick and efficient check out by following and completing all the key points on your check out script
· Store luggage as needed with a luggage tag
· Read our guests’ non-verbal guest cues and understand when the guests is not satisfied with their experience
The responsibility to the team:
· Live the mission by being a good will ambassador inside and outside of work
· Promote teamwork and an enjoyable work environment
· Complete you onboarding & training within 30 days which will include training on:
o Property Management System Procedures (Stay PMS)
o Check in , check out and phone scripts
o Cash handling, drops and bank processes
o How to read and analysis particular reports
o Emergency procedure training
o How to be effective when handling difficult guest issues as they arise
o Use the L.E.A.R.N. method for handling guest issues
o Reservations & cancellation procedures
o Sell out process & walk procedures
o Handle guest mail, messages and safe deposit boxes
o Hours of hotel services, room locations & amenities
o How to handle minor maintenance issues as they arise
o Chemical Training and Blood borne Pathogen Training
· Clear communication between shifts and with fellow team members is a necessity for our fellow team members to be set up for success.
o Guest service issues or requests
o Cleanliness
o Maintenance
o Special occasions
· Participate in daily meeting
· Keep a clean and organized workspace
· Attend work on time as scheduled and adhere to attendance policy.
The responsibility to the hotel and yourself:
· Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership
· Always practice energy conservation
· Forward lost and found inquiries to the Housekeeping Department
· Follow proper key control procedures.
· Ensure security and confidentiality of all guest and hotel information and material.
· Utilize Service Recovery/Defect Tracking processes
· Use personal protective equipment when necessary (gloves, goggles, etc.)
· Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.
· Lift, carry or otherwise move up to 15 lbs. regularly.
· Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
· Assist with Sales and Marketing Efforts as directed by management staff.
· Be willing to assist the Housekeeping Department as needed
· Assist with setting up the breakfast area as needed, which includes the 24 hour coffee station.
· Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
· Be able to work by yourself
· Adhere to the work rules set forth in the team member handbook.
· Perform other duties as assigned.
Job Evaluations will be based on:
- Guest services impact
- Team unity, attitude & cooperation
- Quality of Work and delivering results
- Communication
- Attendance & dependability
- Judgment and problem solving skills
- Work planning & taking initiative
The hotel work environment:
- The hotel business operates 24 / 7 / 365. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests.
- This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.
- I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.
- This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader.'
'
Work Location:
Work Remotely
Pay: $15.00 - $15.50 per hour
Expected hours: 16.0 – 30.0 per week
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Would you be able to work Friday & Saturday overnight shift (11p-7a) starting in August?
Experience:
- Hotel/Hospitality: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Ability to Commute:
- Gladstone, MO 64118 (Preferred)
Work Location: In person
