Welcome Desk Agent

Job description

Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.

Desired profile

Qualifications :

Job Summary

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

§ Interact with, and constantly create WOWs for our guests during all encounters.

§ Accurately follow all Welcome Desk HIDs, including Check In, Check Out, Currency handling etc. to ensure the highest levels of accuracy, efficiency and service.

§ Be proficient in OPERA, Go Concierge and be able to log requests into the FCS Guest Tracking System.

§ Keep the welcome desk in good order of repair and cleanliness.

§ Correctly update guest profiles and preferences and ensure that any previous preferences are being recapped to, and recognised with guests.

§ Accept payment for guest accounts at registration and check out.

§ Cash traveller’s checks and exchange currency for guests.

§ Maintain individual cash floats. Submit any reports at the close of your shift as stated in the HID.

§ Balance floats at the end of shift, ensuring any excess monies are submitted.

§ Prepare adequately for upcoming WIP and group arrivals.

§ Post miscellaneous charges as requests.

§ Comply with Marriott rules and regulations for the safe and effective operation of the hotel’s facilities.

§ Issue and Control use of Safety deposit boxes.

§ Check levels or collateral / stationary and ensure sufficient supply.

§ Be fully aware of all aspects of the Starwood Preferred Guest (SPG) Program.

§ Ensure your targets for SPG Enrollments are met daily, weekly and monthly; and encourage other Talent to actively seek Enrollments at every opportunity (with a strong focus on email capture with each enrolment).

§ Be fully aware of the GuestVoice and the indicators that relate to your specific area, and focus their attention to maximise scores in these areas.

§ Meet all targets in relation to SPG Enrolments set for you on a daily, weekly and monthly basis.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.