Front Desk Agent

FRONT DESK AGENTPosition Overview

The Front Desk Agent serves as the primary point of contact for our guests and plays a vital role in creating a welcoming, professional, and memorable hotel experience. This position is responsible for providing exceptional guest service while efficiently managing the check-in and check-out process, reservations, payments, guest requests, and daily front desk operations.

The ideal candidate is friendly, dependable, professional, and comfortable working in a fast-paced environment. A successful Front Desk Agent demonstrates strong communication and problem-solving skills and takes pride in exceeding guest expectations.

Key Responsibilities

Guest Services

• Warmly greet and welcome guests upon arrival and throughout their stay.
• Follow the Marriott 15/5 service standard by acknowledging guests with a smile and eye contact at approximately 15 feet and offering a verbal greeting at approximately 5 feet.
• Verify reservations, assign rooms, and issue room keys.
• Complete guest check-ins and check-outs accurately and efficiently.
• Provide information regarding hotel amenities, services, policies, and local attractions.
• Respond to guest requests and ensure concerns are addressed promptly and professionally.
• Maintain a positive, professional, and welcoming presence at the front desk.

Reservations & Front Desk Operations

• Process new reservations, modifications, cancellations, and extensions according to hotel procedures.
• Monitor room availability and coordinate with Housekeeping regarding room status and readiness.
• Maintain accurate guest records and ensure all required information is properly documented.
• Follow hotel and Marriott brand standards, policies, and procedures.
• Assist with maintaining a clean, organized, and professional front desk and lobby area.

Cash Handling & Financial Responsibilities

• Process cash, credit card, debit card, and other approved forms of payment accurately.
• Handle guest accounts, room charges, deposits, and adjustments in accordance with hotel procedures.
• Maintain and balance the assigned cash drawer/bank at the beginning and end of each shift.
• Complete required cashier reports and financial documentation accurately.
• Follow all hotel policies regarding cash handling, credit cards, and guest financial information.

Communication & Teamwork

• Answer incoming telephone calls promptly and professionally.
• Take and accurately communicate guest messages.
• Communicate effectively with Housekeeping, Maintenance, Management, and other departments to ensure guest needs are met.
• Maintain clear and professional communication during shift changes and throughout the day.
• Work as part of a team to support overall hotel operations and guest satisfaction.

Guest Concern Resolution

• Listen carefully to guest concerns and demonstrate empathy and professionalism.
• Take appropriate action to resolve issues whenever possible.
• Escalate situations to management when necessary.
• Follow established service recovery procedures and make every effort to turn a negative guest experience into a positive one.
• Maintain a professional demeanor even during difficult or challenging interactions.

Qualifications & Skills

• Previous hotel, hospitality, customer service, or cash-handling experience is preferred but not required.
• Strong verbal and written communication skills.
• Ability to provide friendly, professional, and consistent guest service.
• Strong attention to detail and organizational skills.
• Ability to remain calm and professional in a fast-paced environment.
• Ability to multitask and prioritize responsibilities effectively.
• Comfortable working independently as well as part of a team.
• Basic computer skills and the ability to learn hotel operating systems.
• Must be dependable, punctual, and willing to work a flexible schedule, including weekends and holidays.
• Ability to stand and move around for extended periods and perform the physical requirements of the position.
• A positive attitude and genuine desire to help others are essential.

What We Are Looking For

We are looking for someone who understands that the Front Desk is more than a place to check guests in and out. You are the face of the hotel. Every interaction is an opportunity to make a guest feel welcomed, valued, and appreciated.

The ideal candidate is someone who:

• Enjoys helping people.
• Takes pride in providing excellent customer service.
• Has a positive and professional attitude.
• Is dependable and takes ownership of their responsibilities.
• Works well with others.
• Can think on their feet and solve problems.
• Is willing to learn and grow within the hospitality industry.

Previous hotel experience is helpful, but the right attitude, work ethic, and commitment to exceptional guest service are what matter most.

Pay: $13.00 - $15.00 per hour

Benefits:

• Flexible schedule

Work Location: In person

Salary : $13 - $15