Job Details
** Guest Service Agent - Late Shift (7pm - 3:30am)**
**Job Category****:** Front Office **Requisition Number****:** NIGHT05019 Showing 1 location **Job Details**
**Description**
THIS IS A FULL TIME POSITION THAT MUST BE ABLE TO WORK 7PM-3:30AM OVERNIGHT ON FRIDAYS AND SATURDAYS AND ADDITIONAL DAYS AS NEEDED.
**Benefits**
* Free Parking at the hotel ($175 value)
* Meal allowance per 8hr shift ($5 per meal period)
* Sick Pay and Holiday Pay (while working holiday)
* Room Discounts with any Marriott Brand Hotel (31 different brand globally)
* Additional Room Discounts for select hotels within portfolio
* Two pairs of slip resistant shoes a year
* 401K Retirement Benefits with 4% match and immediate 100% vesting (Transamerica)
**Overview:**
To provide our guests with extraordinary service from making/assisting the reservation to departure striving towards total guest satisfaction. To enhance and enrich the guest experience by responding to guests needs, requests and complaints. To sell guest rooms, food & beverage outlets and seasonal hotel promotions. Complete the daily Food and Beverage audit following established policies and procedures. Balance all department accounts and posts any remaining charges. Reconciles room and tax audit and post room and tax to all occupied rooms. Balance POS including parking charges and PMS systems and close the day. Completes reports for management.
**Responsibilities:**
The following is just a few of the responsibilities of the position:
* Arrive to work on time adhering to uniform standards. Prep work area with required tools including retrieval of bank, logging into work station, email, GXP and Mobile Key.
* Balance all department accounts.
* Reconcile front desk postings and investigate discrepancies.
* Balance Food and Beverage cashiers paperwork to Micros report.
* Balance all credit cards to both Micros and Chase systems.
* Audit room rates and market codes.
* Posts room and tax to all occupied rooms.
* Ensure all parking charges are posted correctly.
* Run End of Day reports for both POS and PMS systems. Closes the day.
* Completes Management reports and distributes accordingly.
* Welcome and register guests expeditiously, provide information to guests as needed or requested, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
* Check departing guests out of the hotel as per hotel procedures.
* Monitor GXP throughout shift for customer care cases, guest chats and work orders.
* Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
* Resolve guest problems and complaints.
* Process guest laundry including scheduling of pick up and charging appropriate account.
* Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
* Maintain Gift Shop to standards including reviewing of placing orders, receiving supplies, restocking shelves and inventory (including alcohol fridge)
* Review Front Desk Passdown(s) when coming on shift and record pertinent information as needed throughout shift.
* Post charges to individual room or master account.
* Complete tasks on daily checklist.
* Communicate with other hotel departments to maintain a high level of guest satisfaction.
* Adhere to guest safe deposit box procedures.
* Adhere to policies regarding handling of employees cash bank.
* Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
* Promote Marriott Bonvoy Program to guests.
* Process mail, messages, faxes and packages.
* Answer main phone lines and assist/direct guests where needed.
* Review and respond to guest comments and requests as needed to third party websites including, but not limited to Booking.com, and Expedia Partner Central.
* Responsible for knowledge of groups and functions in the Hotel on a daily basis.
* Responsible for knowledge or obtain knowledge of local events, venues, entertainment options for guests.
* Notify management of any pertinent information related to shift activities.
* Ensure all equipment is in operational order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
* Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
* Be a Team Player and encourage the teamwork attitude among staff.
* Attends department and inter-departmental meetings as needed or required.
* Notify management of any pertinent information related to shift activities.
* Be knowledgeable in all hotel emergency procedures.
* Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
* Ensures total guest satisfaction.
* Assist in safety and maintenance by tracking items in GXP for relevant department
* Receive advance deposits at the desk for future reservations and process as per policy.
* Follow supervisors instructions and performs other duties as directed or assigned.
Come be a part of our family and help welcome our guests to their home away from home. Making you and our guests a part of one big family. Our mission is for our hotel to be a place where our associates would love to stay and our guests would love to work!
The San Diego Marriott Gaslamp Quarter provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. The San Diego Marriott Gaslamp Quarter is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please contact us at (619) ###-#### or email ...@gaslampmarriott.com to let us know the nature of your request.
**Skills**
**Required**
**Customer Service** *Advanced* **Preferred**
**Conflict Resolution** *Intermediate* **Decision Making** *Intermediate* **Critical Thinking** *Intermediate* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Job Security****:** Inspired to perform well by the knowledge that your job is safe **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Education**
**Required**
High School or better.
**Experience**
**Required**
**1 year:** Night Auditor
**Preferred**
**1 year:** Overnight Shifts
**1 year:** Customer Service
**1 year:** Guest Service Agent