Front Desk Associate - 2nd shift

Front Desk 2nd Shift Job Description and Expectations Shift: 3pm-11pm § Front desk associates should clock in 5 minutes before the start of the start of the shift.
§ Associates are to be in uniform provided by the hotel, wearing a name tag, and well groomed.
§ The drawer is to be counted and confirmed at $250.
00 with the 1st shift associate to close out their shift.
Count for your shift while the 1st shift associates still present so any discrepancies found can be discussed and fixed.
If an associate does not do this, they are responsible for any cash shortage in the cash drawer.
§ Follow the P.
M.
checklist provided in the drawer and print all reports accordingly throughout your night.
§ Monitor guest chats and new arrivals in GXP: EMPOWER § The phone is to be answered within 3 rings whenever possible.
§ Always prioritize in-person guests above customers over the phone.
Always thank the customers on the phone for their patience while putting them on hold to serve in-person guests.
§ When making guest reservations, be overly communicative and repeat every detail to ensure there are no errors in our system or miscommunications between hotel and guest.
All guests must be informed of ALL rates during their stay and our 48-hour cancellation policy.
§ Keep the Market stocked throughout the night to the best of your abilities.
§ Keep the lobby area clean and presentable for your guests checking in.
You may need to continually clean the lobby as guests use it so it is always clean and up to standard.
§ Desk is not to be left unattended.
Ask the Executive, housekeeper, or manager to bring up any items a guest has requested.
If it is later in your shift and there are no other staff members on the property to assist you, kindly ask the guest to come visit the front desk to receive the items.
Apologize for the inconvenience and thank them for their agreement.
§ Practice the 10-5 rule by smiling at a guest within 10 feet, and verbally acknowledging/greeting them within 5 feet.
§ As the check-in associate you are the first impression and face of the property - have it be a friendly and welcoming one! Every guest should feel warmly welcomed into our hotel and appreciated as a guest.
§ Every single Marriott Bonvoy member is to be thanked for their loyalty to the brand and given a welcome bag with a signed letter from the team.
§ Courtesy calls are encouraged for guests who have been in the room for 15 minutes.
This will give the guest to have the opportunity to make us aware of any issues they’ve encountered.
§ Guests should be engaged with every time they are within your area.
Ask them questions and make sure they feel taken care of.
§ A guest should never walk into the hotel without being welcomed by an associate at the desk, however, if you must leave the desk place the sign visibly at the desk and take the cordless phone with you.
Please always try to return to the desk promptly.
§ Practice the L.
E.
A.
R.
N model with any guests who voice issues that may have occurred during their stay.
Our goal is to have every guest leave here 100% satisfied so make sure to treat each and every guest's problem with the utmost importance and offer them resolution quickly and sufficiently.
§ Use your best discernment to resolve the issue to the best of your abilities.
Alert GM before executing any resolution and if you feel the guest deserves compensation of any kind speak with GM and leave it up to them.
§ Any transferred rooms must be noted in the Pass on Log and marked as dirty.
§ If a guest changed their mind on a room within 10 minutes.
Please inspect the room and determine if it was untouched and may still be sold or if it is dirty for the night.
If you do not have time for this, the room must be marked as dirty.
§ If a guest leaves and the room is unable to be cleaned, please inform them they will still be charged for the night.
If this causes any issues leave a note for GM and they will discern next step.
§ We are not to solicit any reviews per Marriott, however guests will be more inclined to leave us positive reviews when we are intentional and meaningful with our interactions with them.
We want guests to feel so welcome and taken care of they feel compelled to leave us a 10 of their own volition.
§ Close shift and re-count the drawer once the 3rd shift associate arrives and drop any cash you took in for your shift.
§ No overtime is permitted unless directly approved by your GM § All work-related issues are to be brought to your FDM or GM § Front desk shifts are the most integral part of the hotel, therefore if you are unable to make it to your scheduled shift, you are expected to find your replacement.
Your FDM or GM are not your replacement unless an absolutely necessary circumstance cause it to be so.
§ A valid call-in must be done 2 hours before shift begins.
If you do not alert FDM or GM by 1pm without coverage you will be receiving a write-up.
§ All employees are subject to cross-training.
To be a team member you must be a team player! Job Type: Part-time Pay: $15.
00 - $16.
50 per hour Schedule: * 8 hour shift * Day shift Work setting: * In-person Work Location: In person