Front Desk Lead Seattle Airport Marriott Hotel

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  • Marriott International

    Front Desk Lead Seattle Airport Marriott Hotel

    Marriott International



    Degrees Required:
    High School

    Employment Type:

    Manages Others:


    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

    *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 help resolve conflicts.

    *Ability to stand and move throughout the front office and continuously perform essential job functions.

    *Ability to read, listen and communicate effectively in English, both verbally and in writing.

    *Ability to access and accurately input information using a moderately complex computer system.

    *Hearing and visual ability to observe and detect signs of emergency situations.


    Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities.

    No prior experience required. Prior hospitality experience preferred.

    Licenses or certificates:
    No special licenses required.

    All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

    Applicants with additional language skills preferred.

    We are an EOE/D/V employer

    Related Keywords: Front Desk Lead


    Position Purpose:

    Provides guidance and leadership, assists management in motivating and training employees; serve as a departmental role model.


    Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

    Speak to guests and co-workers using clear, appropriate and professional language.

    Talk with and listen to other employees to effectively exchange information.

    Provide assistance to coworkers, ensuring they understand their tasks.

    Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

    Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

    Assists Management

    Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

    Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

    Working with Others

    Develop and maintain positive and productive working relationships with other employees and departments.

    Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

    Support all co-workers and treat them with dignity and respect.

    Partner with and assist others to promote an environment of teamwork and achieve common goals.

    Quality Assurance/Quality Improvement

    Comply with quality assurance expectations and standards.

    Monitor the performance of others to ensure adherence to quality expectations and standards.

    Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

    Physical Tasks

    Stand, sit, or walk for an extended period or for an entire work shift.

    Enter and locate work-related information using computers and/or point of sale systems.

    Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.


    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.

    Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

    Verify and adjust billing for guests.

    File guest paperwork or documentation.

    Communicate to appropriate staff that there are guests that are waiting for an available room.

    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.

    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.

    File guest room keys and ensure the safe keeping of keys at the Front Desk.

    Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

    Accommodate requests for room changes when possible.

    Obtain and verify proper tax-exempt information for tax-exempt guests.

    Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.

    Sign guests up for Marriott Rewards.

    Pre-register designated guests and prepare key packets.

    Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).

    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.

    Review out-of-order rooms daily to determine status and estimated date for return to room inventory.

    Assign room according to guest request and preferences whenever possible.

    Ensure rates match market codes and that any exceptions are documented and include an explanation.

    Review requests for late check-outs and approve according to occupancy.

    Organize and coordinate check-in/pre-registration procedures for arriving groups.

    Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

    Sell a room/accommodation to guests without reservations based on availability.

    Conduct group check-ins/outs.

    Reservations/Blocking Rooms

    Anticipate sold-out situations and determine how many rooms are over-committed.

    Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.

    Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

    Perform duplicate reservation checks.

    Identify any over-commitments by room type (e.g., bedding, view, size).


    Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

    Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.

    Make photocopies at request of guests.


    Print contingency lists to have a record of all guests in case of emergency.

    Review shift logs/daily memo books and document pertinent information in logbooks.

    Complete designated cashier and closing reports in the computer system.

    Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

    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.

    Guest Services

    Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

    Issue safe deposit boxes to guests and ensure security of keys.

    Follow up with guests to ensure their requests or problems have been met to their satisfaction.

    Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

    At Your Service/Delighted to Serve

    Follow up with guest regarding satisfaction with guest-related issues.

    VIP/Concierge Services

    Respond to special requests from guests/residents with unique needs.

    Cash Handling

    Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

    Count bank at end of shift and secure bank.

    Balance and drop receipts according to Accounting specifications.

    Process all payment types such as room charges, cash, checks, debit, or credit.

    Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

    Provide change to guest






    High school diploma/G.E.D. equivalent


    Related Work Experience

    At least 1 year of related work experience


    Supervisory Experience

    No supervisory experience is required



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