Company Overview
Fairfield by Marriott St. John's is part of a globally recognized hotel brand that has been delivering exceptional hospitality since 1987. Our commitment to providing a beautifully simple stay ensures that guests enjoy a calming and reliable experience characterized by warm hospitality and great value.
Summary
Under the direction of the Guest Services Operations Manager, and amongst a great team, the Front Desk agents will be the Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences.
To be successful in this role, an individual must be willing to continually grow and find efficiencies in how they work and how to problem solve. The needs of our guests is always changing and we need to change with it.
The Front Desk Agent is responsible for ensuring that exceptional service is provided from check in to check out, by problem solving concerns, ensuring effective communication and follow up as required with various guests and departments. They are passionate about serving others and working as a team with associates from all departments.
Responsibilities
- Welcome guests upon arrival, obtains valid methods of payment and identification, verify all information on the reservation, ensures all guests establish credit and provides the guest with information on hotel amenities
- Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required
- Monitors room inventory on a daily basis
- Support upsell, actively selling any special promotions and supporting perfect fill strategies while maintaining integrity in order to contribute to overall profitability
- Answer guest inquiries regarding rates, special packages, and general information accurately and in a timely manner
- Create guest reservations via telephone, central/global reservations, and in person
- Present statement of charges to departing guests and receive payment
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information
- Identify and record special billing instructions and notify Finance
- Improve timeliness of cash flow by adhering to all established credit and inventory control procedures
- Support in ensuring brand rewards programs are promoted, encouraging memberships and follow through on delivery of benefits
- Utilizes technical resources such as email, property management system and point of sales system
- Reviews emails and log books to stay current with updates regarding the hotel and guest service
- Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes
- Report any found property following the lost and found procedures and guidelines
- Be aware of the action to be taken in the event of an emergency such as fire in accordance with procedures
- Responding to and anticipating guest needs such as responding to special requests. Follows through on guest requests promptly, efficiently and courteously
- Treat each individual with respect and fosters a cooperative, productive, positive and respectful work environment
- Work and communicate in a professional and ethical manner
- Assist coworkers where necessary
- Provide information to guests about local attractions, services, hotel services and other amenities
- Assist with team member orientation and training as required
- Maintain standards of punctuality, uniform presentation and personal hygiene
- Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation
- Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating SilverBirch Values (Engagement, Quality, Performance, Integrity and Growth) and Brand Values
- May be required to provides additional coverage and back up for night audit shifts (typically 11 p.m. to 7 a.m.) when required due to vacation, illness or when additional work needs to be completed
- Other related duties and projects as assigned
Requirements
- Previous experience in a front desk or customer service role preferred.
- Strong communication skills, both verbal and written.
- Familiarity with hotel management software is a plus.
- Excellent phone etiquette and interpersonal skills.
- Ability to work flexible hours, including nights and weekends.
If you are passionate about hospitality and eager to create memorable experiences for our guests, we invite you to apply today and become part of the Fairfield by Marriott St. John's family!
Job Type: Part-time
Pay: $17.72-$19.22 per hour
Expected hours: 16 – 24 per week
Additional pay:
- Overtime pay
Benefits:
- Employee assistance program
- Flexible schedule
- On-site parking
- Paid time off
Flexible language requirement:
- French not required
Schedule:
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Weekends as needed
Application question(s):
- What is your availability for working? We are looking for a part time team member to fill in the scheduling gaps this summer. The shifts are typically 7 a.m. to 3:30 p.m., 3p.m. to 11 p.m. and 11 p.m. to 7 a.m.
Work Location: In person
