Front Desk Agent

3 mesi fa

Roma, Italia Marriott International, Inc A tempo pieno

**Job Number** 24151409
**Job Category** Rooms & Guest Services Operations
**Location** The St. Regis Rome, Via Vittorio E. Orlando, 3, Rome, Città Metropolitana di Roma, Italy VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Non-Management

The St. Regis Rome is casting for a Front Desk Agent, seasonal temporary contract, 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.
- 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**
- R

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