Fairfield Inn & Suites by Marriott – New Buffalo, Michigan

Guest Service Representative/Front Desk

We are currently searching for Guest Service Representatives/Front Desk Agents to join our team at The Fairfield Inn & Suites, New Buffalo, Michigan. Candidates must possess excellent customer service and produce high guest satisfaction ratings. The Guest Service Representative position offers a unique opportunity for the right candidate who is seeking to excel at a hotel with a solid reputation for outstanding customer service. The right candidates must possess a friendly, courteous demeanor to all guests and fellow team members. Strive to deliver a “wow” factor of hospitality to all guests. Candidates must be able to work some weekends, multi-task and deal with a fast paced environment. Prior hotel experience would be preferred, if none, we will provide training for the right candidates.

Summary:

Responsible for greeting and welcoming guests to the hotel. Completes check-in and/or check-out of the guests stay. Accommodates special requests, follow thru with established check-in/out procedures.

Essential Duties & Responsibilities:

• Greet customers promptly with a friendly and sincere welcome. Use a clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as hotel amenities and local attractions.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Complete registration process by inputting and retrieving information from the computer system, confirming information including number of guests and room rate. Promote all marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and area’s attractions.
• Promptly answer the telephone using a clear speaking voice. Answer telephone with the hotel’s scripted greeting. Input messages into the computer and retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Ensure all guest correspondences are kept confidential.
• Close guest accounts at time of check out and inquire guest of satisfaction. In the event of dissatisfaction, contact management immediately.
• Resolve issues such as location changes, providing additional room amenities and credit issues.
• Record guest comments or complaints by listening and offering assistance in order to resolve any problems such as price conflicts, insufficient heating/cooling, etc.
• Performs miscellaneous job-related duties as assigned.

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Job Types: Full-time, Part-time

Pay: $13.00 - $14.00 per hour

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekend availability

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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