Job description

At a Glance:

The TownePlace Suites by Marriott in Waukegan, IL is a new hotel that opened in August 2021. This position is responsible for arriving, departing and in-house guests as well as telephone inquiries regarding reservations, hotel information and guest concerns. We are a looking for a guest focused individual that wants to bring World Class Service to the front desk team. This position is part-time for someone available to work 3pm-11pm, weekday & weekend availability is required.

What You Will Be Doing:

• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
• Perform all duties on the position certification checklist.
• Ability to read, analyze, interpret, and effectively explain items such as common reports, guest folios, and emergency procedures. Know role in emergency situations.
• Give a warm and sincere greeting. Check the guest in and out efficiently and in a friendly manner. Use the guest’s name at least twice. Anticipate the guest’s needs and exceed their expectations. Give the guest a fond farewell/warm good-bye. Thank them and invite them back
• Always answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed.
• Ensure all credit cards and cash funds are balanced throughout each shift. Follow PCI Compliance.
• Complete guest and information privacy training.
• Handle guest mail, messages and safe deposit boxes per SOP.
• Offer and properly handle requests for wake-up calls and “do not disturb” requests.
• Effectively operate the hotel computer system or property management system upon certification.
• Develop a thorough knowledge of hotel staff, hotel services, hours of operation, room locations, room rates, amenities, hotel surroundings (i.e. mall, restaurants, and medical facilities).
• Monitor room availability, selling strategies, discounts and frequent guest program benefits
• Keep desk area clean. Understand that it is every associate’s responsibility to keep the hotel clean and in immaculate condition. Complete daily/weekly cleaning schedule.
• Assist in maintaining the cleanliness of the Lobby and Entrance.
• Inform management of any guest or system-related issues.
• Read and initial log daily.
• Maintain proper key control.
• Forward Lost and Found inquiries to Loss Prevention.
• Follow brand check-in/check-out procedures for all guests.
• Assist with Sales and Marketing efforts as directed by management staff.
• Possess working knowledge of reservation procedures. Know cancellation and walk procedures
• Ensure security and confidentiality of all guest and hotel information and material.
• Practice energy conservation at all times.
• Notify manager of maintenance issues.
• Attend work on time as scheduled and adhere to attendance policy.
• Participate in daily preshift.
• Utilize property Service Recovery/Defect Tracking processes.
• Report unsafe conditions and suspicious activity to Loss Prevention/Management.
• Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as required. Use personal protective equipment.
• Communicate properly and effectively with the guest, associates, and managers. Effectively respond to and resolve guest complaints.
• Promote teamwork and associate morale.
• Adhere to all work rules, procedures and policies established by the company. This includes, but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual. Have a thorough knowledge of emergency procedures. Complete Chemical Training and Blood borne Pathogen Training.
• Follow proper key control procedures.
• Never give a key to a guest room out without verifying the requestor’s identity
• Never announce a guest’s room number
• Perform other duties as assigned

The Ideal Candidate:

• Previous experience as a Front Desk Agent is strongly preferred
• Experience in a customer service industry is required

Job Type: Part-time

Pay: $15.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift

Application Question(s):

• Are there any days throughout the week which you are unavailable to work 3PM-11PM?

Education:

• High school or equivalent (Preferred)

Experience:

• Front Desk: 1 year (Preferred)
• Marriott fosse PMS: 1 year (Preferred)
• Marriott Hotel: 1 year (Preferred)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Preferred)

Work Location: One location

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