Guest Services Agent - Lead

About the role

Aloft Hotels, part of Marriott International, is hiring a full-time Guest Services Agent (Lead) in Muscat, Oman. The role covers front desk and guest reception tasks such as handling reservations, payments and guest requests, and includes supporting the team and following company standards.

Key responsibilities

• Organize and coordinate group check-in and pre-registration procedures.
• Sell rooms to guests without reservations and handle over-commitment situations by finding alternative accommodation.
• Block rooms in the computer, run and check daily reports and contingency lists, and perform duplicate reservation checks.
• Supply guests with directions and information, and answer, record and process guest requests, questions and concerns, following up until they are satisfied.
• Arrange transportation for guests and visitors, issue safe deposit boxes, and count and secure the bank at the start and end of the shift.
• Cash guests' checks, process all payment types, vouchers, paid-outs and charges, and provide change.
• Assist management in motivating and coaching employees and act as a departmental role model.
• Welcome guests according to company standards, help individuals with disabilities, and speak clearly and professionally.
• Follow company policies, report accidents and unsafe conditions, keep proprietary information confidential and protect company assets.
• Ensure quality standards, suggest improvements to efficiency, productivity, safety and cost savings, and enter data using computers and POS systems.

Required profile

• High school diploma or G.E.D. equivalent preferred.
• At least 1 year of related work experience preferred.
• No supervisory experience required.
• Ability to stand, sit or walk for long periods and to lift objects up to 25 pounds.