Night front desk agent

Job description

The St. Regis Rome is casting for a Night Front Desk Agent, who will be part of a team of high-level professionals focused on providing an exquisite stay to our guests.

About us

Introduced to Roman society in 1864, the architecturally iconic St. Regis Rome is located in one of the city's most impressive palazzos. The pioneer St. Regis in Europe and a social beacon for Romans and international travelers, the hotel has emerged to define a new era of luminosity: a contemporary take on a historic address, St. Regis Rome has shed its former bearing and stepped out, into the limelight to truly own Rome. Radiant and luminous, it combines fearless elegance, disruptive artistry and discerning enlightenment, with proudness to host each guest providing the best service to make everyday exquisite.

TASKS AND RESPONSIBILITIES

Check-in/Check-out

·  Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
·  Ensure rates match market codes and that any exceptions are documented and include an explanation.
·  Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
·  Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
·  Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
·  Accommodate requests for room changes when possible.
·  Communicate to appropriate staff that there are guests that are waiting for an available room.
·  Verify and adjust billing for guests.
·  Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
·  Assign room according to guest request and preferences whenever possible.
·  Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
·  Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
·  Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
·  Clear departures in computer system to document that rooms are no longer occupied.
·  Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
·  Review requests for late check-outs and approve according to occupancy.
·  File guest paperwork or documentation.

Communications

·  Operate telephone switchboard station in order to answer telephone calls.

Reports/Recordkeeping

·  Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
·  Print contingency lists to have a record of all guests in case of emergency.
·  Run credit card authorization report and check for discrepancies.

Greet/Escort Guests

·  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
·  Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Guest Services

·  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
·  Receive, record, and relay messages accurately, completely, and legibly.
·  Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
·  Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
·  Answer, record, and process all guest calls, requests, questions, or concerns.
·  Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

Cash Handling

·  Count bank at end of shift and secure bank.
·  Provide change to guests.
·  Cash guests' personal checks and traveler's checks.
·  Balance and drop receipts according to Accounting specifications.
·  Process all payment types such as room charges, cash, checks, debit, or credit.
·  Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
·  Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Maintenance/Security

·  Notify Loss Prevention/Security of any guest reports of theft.

Safety and Security

·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
·  Maintain awareness of undesirable persons on property premises.
·  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

·  Protect the privacy and security of guests and coworkers.
·  Maintain confidentiality of proprietary materials and information.
·  Follow company and department policies and procedures.
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.

Guest Relations

·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
·  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
·  Address guests' service needs in a professional, positive, and timely manner.
·  Thank guests with genuine appreciation and provide a fond farewell.
·  Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  Assist other employees to ensure proper coverage and prompt guest service.

Communication

·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
·  Provide assistance to coworkers, ensuring they understand their tasks.
·  Talk with and listen to other employees to effectively exchange information.
·  Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

·  Support all co-workers and treat them with dignity and respect.
·  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
·  Develop and maintain positive and productive working relationships with other employees and departments.
·  Partner with and assist others to promote an environment of teamwork and achieve common goals.
·  Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

·  Comply with quality assurance expectations and standards.

Physical Tasks

·  Stand, sit, or walk for an extended period of time or for an entire work shift.
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

CRITICAL COMPETENCIES

Analytical Skills

·  Problem Solving
·  Decision-Making
·  Computer Skills
·  Learning

Interpersonal Skills

·  Team Work
·  Diversity Relations
·  Customer Service Orientation
·  Interpersonal Skills

Communications

·  Listening
·  Telephone Etiquette Skills
·  English Language Proficiency
·  Communication
·  Applied Reading

Personal Attributes

·  Dependability
·  Integrity
·  Positive Demeanor
·  Presentation
·  Safety Orientation
·  Adaptability/Flexibility
·  Stress Tolerance
·  Initiative

Organization

·  Multi-Tasking

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

What we offer

·  Professional career progression at international level in Marriott International hotels.
·  Discounts on hotel rooms, gift shop items, food and beverage across the company.
·  Learning and development opportunities online, on the job and in class.
·  Charity events, Wellbeing activities through the TakeCare program.
·  Experienced management & motivated and engaging colleagues
·  Canteen service and uniform

Connect your passions with a rewarding opportunity

You’re a hospitality enthusiast who really enjoys making others feel at home. When you work with us, you'll get to entertain and meet people from all over the world as you build your experience. Join us and grow through opportunities to explore the business, opening yourself to various career options.

No matter your path, we’ll make sure you feel right at home.

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.