Front Desk Agent

About the role

A full-time Front Desk Agent position at a Marriott hotel in Hefei, Anhui, China. The role covers answering and processing guest requests and questions by telephone, email, chat and mobile devices, and providing information about rooms, amenities and the local area.

Key responsibilities

• Operate the telephone switchboard, handle wake-up calls and direct calls to the right extension
• Receive, record and relay messages accurately, and log guest requests or issues in the computer
• Contact the relevant departments (e.g. Bellperson, Housekeeping) and follow up until the guest is satisfied
• Provide information on room features, property amenities and local areas of interest
• May process room service orders, answer menu questions and record transactions in the point-of-sale system
• Assist guests with internet access and guestroom entertainment
• Welcome guests according to company standards, anticipate their needs, assist people with disabilities and thank them sincerely
• Follow company policies, keep proprietary information confidential and protect company assets
• Comply with quality assurance standards and perform other reasonable duties asked by supervisors

Required profile

• High school diploma or G.E.D. equivalent
• No related work experience or supervisory experience required
• Ability to stand, sit or walk for long periods and to lift objects of up to 10 pounds