Reservations Coordinator / "At Your Service" Associate PM FT $15 - Marriott Crabtree, Raleigh, NC

Concord Hospitality - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

Accommodation

About the position

We are hiring a Reservation Clerk/AYS! The Reservation Clerk is responsible for maintaining complete knowledge of hotel amenities and layout, local attractions, and airport transportation. This role requires the ability to accurately give directions and information regarding the immediate and metro area, as well as keeping up-to-date on in-house groups and functions. The clerk will assist in pre-registration and blocking of reservations when necessary, handle guest check-in and check-outs in a courteous and professional manner, and promote guest-related programs such as Marriott Rewards. The position also involves balancing cashiering transactions, maintaining neatness in the work area, and ensuring that all customer complaints are recorded and addressed in a timely manner. The clerk must demonstrate thorough knowledge of emergency procedures and be open to a flexible schedule.

Responsibilities

• Maintains complete knowledge of hotel amenities and layout, local attractions, and airport transportation.
• Accurately gives directions and information regarding the immediate and metro area.
• Reads log book(s) and memos daily.
• Keeps up-to-date on in-house groups and functions.
• Demonstrates readiness to help by 'posting up'.
• Follows security procedures with regard to room keys, masters, etc.
• Follows the rules as found in the Marriott/Concord Hospitality Associate Handbook.
• Assists in pre-registration and blocking of reservations when necessary.
• Has thorough knowledge of hotel credit and check cashing policies and procedures.
• Handles guest check-in and check-outs in a courteous and professional manner.
• Knows reservations and procedures for same day reservations, cancellation procedures, and walk procedures.
• Promotes guest-related programs (Marriott Rewards, Comment Cards, etc.).
• Maintains neatness and order in the work area.
• Balances all cashiering transactions consistently.
• Handles multiple tasks during peak times.
• Uses slow periods efficiently, stocking supplies, and cleaning, etc.
• Makes no errors in paperwork, ensuring check-in functions are accurate and registration cards are complete.
• Knows selling strategy at all times.
• Adheres to all credit policies.
• Demonstrates thorough knowledge of emergency procedures.
• Possesses knowledge of all Front Office positions - Front Desk, Bellstand, AYS, Concierge, and Rooms Control.
• Is open to a flexible schedule.
• Carries out all reasonable requests by management that the associate is capable of performing.
• Offers the hotel guests the best possible service through courteous and proper phone answering procedures.
• Understands various payment options and procedures of Room Service.
• Ensures that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.
• Ensures that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner.
• Able to use sales dialogue in selling the Room Service menu, beverages, wines, etc.
• Knows culinary terminology and the Gold Standard Brands.
• Able to use the Room Service Use records and take Room Service Orders as outlined in the New Hire Guide.
• Has full knowledge of the Room Service POS system and its functions.
• Able to operate and explain TDD operation for guests; always has equipment ready to receive TTY calls.
• Prepares wake-up call sheets; records the guests name and room number under the requested time; repeats information to the guest to ensure proper handling of wake-up.
• Sets wake-up clock or inputs as requests come in.
• Notes charges on incoming calls not received by the call accounting system; posts in PMS.
• Handles mail and messages per outlined procedures.
• Attends all scheduled department meetings.
• Must attend Service Excellence class and obtain an 80% or higher in observations.

Benefits

• Competitive wages
• Medical/dental/vision plans
• Life insurance
• Short-term/Long-term disability options
• 401K options
• Tuition assistance
• Discounted room rates at Concord managed hotels
• Training & development opportunities
• Career advancement opportunities