The Front Desk Agent is responsible for providing exceptional guest service while creating a welcoming and positive experience for all guests. This position serves as the first point of contact for guests and is responsible for handling check-ins, check-outs, reservations, guest requests, and resolving concerns in a professional and timely manner.
Essential Responsibilities:
- Welcome guests and provide outstanding customer service.
- Process guest check-ins and check-outs accurately and efficiently.
- Answer phone calls, make reservations, and respond to guest inquiries.
- Handle guest concerns and service recovery situations professionally.
- Maintain knowledge of hotel amenities, services, and local attractions.
- Process payments and balance cash and credit transactions.
- Assist with daily hotel operations and administrative tasks as assigned.
- Maintain a clean, organized, and professional front desk area.
- Follow all Marriott brand standards, hotel policies, and safety procedures.
Qualifications:
- Previous customer service or hospitality experience preferred.
- Strong communication and problem-solving skills.
- Ability to work flexible schedules, including weekends and holidays.
- Basic computer skills and ability to learn hotel management systems.
- Professional appearance and positive attitude.
This position requires standing for extended periods, multitasking in a fast-paced environment, and working collaboratively with all hotel departments to ensure an exceptional guest experience.