Guest Service Agent
Guest Service Agent
Location: CA - Fullerton - Marriott Fullerton @ CSU
Property: Marriott Fullerton @ CSU
Relocation Available: No
Type of Position: Non-Management/Hourly
Employment Duration: Part time
HEI views our associates as our greatest resource, and we hire and develop the best.
We have a culture of winning; we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving…yet stable, consistent, enduring. It is a high-performance culture where innovation and entrepreneurial-spirit are evident; initiative and results are rewarded.
Our people know they're "in on the ground floor" of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long-term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level. In addition to supporting our associates, we are also passionately committed to supporting the communities in which we work, in building meaningful relationships with our partners and in reducing our impact on the environment.
Come join our engaging and high energy team and help create HEI’s legacy as the leading hospitality owner/operator.
The Fullerton Marriott is conveniently located just a few blocks from Brea and a few miles from the Anaheim Convention Center and the Disneyland Resort Area, adjacent to Cal State Fullerton and easily accessible off the 57 Freeway. Our completely renovated hotel has 224 rooms, 4,600 square feet of meeting space and our "Ha'Penny" Restaurant and Bar offer a relaxing atmosphere. Our associates are part of a cohesive team dedicated to our collaborative success. The Fullerton Marriott is proudly owned and operated by HEI Hotels and Resorts, whose core investment is passionate people.
Assist guests with arrival and departure from hotel, while providing positive guests experiences.
•Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
•Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
•Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
•Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
•Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
•Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
•Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
•Comply with attendance rules and be available to work on a regular basis.
•Perform any other job related duties as assigned.
Experience, Skills And Knowledge
•High school diploma or equivalent required, and college degree preferred.
•Hotel experience preferred.
•Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
•Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
•Ability to stand and move throughout front office and continuously perform essential job functions.
•Ability to access and accurately input information using a moderately complex computer system.
•Ability to observe and detect signs of emergency situations.
•Ability to establish and maintain effective working relationships with associates, customers and patrons.
•Command of the English language both written and verbal.
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family’s needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our ‘YouDecide’ and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
HEI Hotels and Resorts is an equal opportunity employer M/F/V/D