Front Desk Agent

The Front Desk Agent is responsible for providing exceptional guest service while efficiently handling daily front desk operations. As one of the first and last points of contact for our guests, the Front Desk Agent plays an important role in creating a welcoming, positive, and memorable hotel experience.

We are looking for a friendly, dependable, professional, and detail-oriented individual who enjoys working with people and can remain organized and composed in a fast-paced hospitality environment.

Essential Responsibilities

Greet and acknowledge guests in a warm, professional, and courteous manner.

Check guests in and out efficiently and accurately using the hotel's property management system.

Verify guest information, identification, payment methods, and reservation details according to hotel procedures.

Answer incoming telephone calls professionally and assist with guest questions, reservations, and general hotel information.

Assist guests with questions, requests, directions, and information regarding hotel amenities and the local area.

Process payments, post charges, maintain an accurate cash bank, and complete required shift paperwork.

Review reservations, special requests, room assignments, and relevant guest information.

Recognize Marriott Bonvoy members and provide appropriate acknowledgment and benefits in accordance with brand standards.

Respond to guest concerns with professionalism, empathy, and a focus on finding an appropriate resolution.

Escalate guest concerns to management when additional assistance is necessary.

Follow up on guest requests and concerns to ensure they have been addressed.

Communicate effectively with Housekeeping, Maintenance, Management, and other hotel departments.

Accurately document and communicate important information to the following shift.

Maintain a clean, organized, stocked, and welcoming Front Desk and lobby area.

Maintain guest confidentiality and protect sensitive guest and payment information.

Follow hotel cash-handling, key-control, safety, security, and emergency procedures.

Follow Marriott brand standards and all hotel policies and procedures.

Assist with light administrative duties and other hotel operations as needed.

Perform additional duties as assigned by management.

Guest Service Expectations

Front Desk Agents are expected to provide attentive and genuine service during every guest interaction. Associates should take ownership of guest requests and concerns rather than simply passing an issue to another associate or shift.

All guests should be acknowledged promptly and treated with professionalism, patience, and respect. Front Desk Agents are expected to work together with other departments to provide a consistent and positive experience throughout the guest's stay.

Qualifications

Strong customer service and communication skills.

Dependable and punctual with reliable attendance.

Professional appearance and demeanor.

Ability to multitask and remain organized in a fast-paced environment.

Strong attention to detail and accuracy.

Comfortable using computers and learning hotel systems.

Ability to handle guest concerns professionally and calmly.

Ability to work independently as well as part of a team.

Previous hotel or customer service experience is preferred but not required.

Must be available to work assigned shifts, including weekends and holidays as scheduled.