Job Number 24008674

　　Job Category Rooms & Guest Services Operations

　　Location Sheraton Pittsburgh Airport Hotel, 1160 Thorn Run Rd, Coraopolis, Pennsylvania, United States

　　Schedule Full-Time

　　Located Remotely? N

　　Relocation? N

　　Position Type Non-Management

　　Additional Information: This hotel is owned and operated by an independent franchisee, Laurel Lodging. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

　　JOB SUMMARY

　　Smile and continuously project a helpful attitude.

　　Provide the highest quality of service to the customer at all times.

　　Stay current on all emergency procedures and acts accordingly.

　　Greet and register guests and provide room assignments, accommodating special requests whenever possible, assist in the pre-registration and blocking of reservations.

　　Have working knowledge of reservations procedures, sell reservations (be an order maker, not an order taker), and know cancellation procedures and Walk Policy.

　　Handle guest check-ins and check-outs efficiently, in a friendly and professional manner.

　　Provide information to all guests in a courteous and informative manner; Will not volunteer information about guests or associates – only indicate whether or not they can be reached.

　　Handle complaints courteously. When necessary, relay through supervisor for appropriate action and enter in the follow up log.

　　Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department.

　　Communicate with incoming shift by logging pertinent information in the front office log.

　　Ensure that all cash, checks, and miscellaneous departments are in balance at the end of each shift.

　　Complete appropriate shift checklist daily.

　　Keep housekeeping informed of any special requests, late checkouts, and special need areas in the hotel.

　　Answer and transfer all incoming calls in a timely and friendly manner.

　　Receive and transmit mail, phone calls, and written messages for guests (in absence of voice mail system).

　　Answer inquires pertaining to hotel services, shopping, dining, entertainment, and travel directions.

　　Assist guests in obtaining information. Call airlines, rent-a-car, companies, etc.

　　Post room charges, food and beverage charges, phone charges, and compute guest bills using PMS.

　　Collect payments and make changes for hotel guests following all handling procedures as required.

　　Ensure adequate key cards are available for assignment of guest rooms.

　　Attend to special service requests including securing of guest valuables in safety deposit boxes.

　　Assure that complimentary amenities are delivered to VIP’s at the time required.

　　Promote repeat business by offering to take future reservations upon checkout and by providing recommendations for alternate NHG products/services.

　　Keep the front office area neat, clean, and free of safety hazards.

　　Maintain knowledge of the hotel, hotel team, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts, hotel credit and check cashing policies and procedures, and know how to handle each.

　　Responsible for proper telephone etiquette.

　　Develop a thorough knowledge of the hotel's PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.

　　Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department.

　　Wear proper uniform and name tag at all times in accordance with the standards of appearance.

　　Contribute to and support the hospitality programs and training seminars to ensure their success, continue to practice skills taught.

　　Attend monthly front office meetings.

　　Job requirements

　　Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes.

　　Essential Skills: Requires familiarity with applicable franchise front desk standards and procedures or ability to quickly become familiar with hotel procedures. Requires ability to operate all Front Office Equipment. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance. Must have ability to professionally represent the hotel, deal positively with the public in person and over the telephone. Ability to work any and all shifts, holidays and weekends

　　Pay and Benefits

　　Benefits

　　Insurance

　　Paid time off

　　An added plus; If you like to travel, you will receive special team member hotel rates.

　　This company is an equal opportunity employer.

　　frnch1