The Front Desk Agent serves as one of the primary representatives of the hotel and plays a critical role in creating a welcoming, professional, and memorable experience for every guest. Our goal is to provide a level of hospitality and personalized service that exceeds the expectations of a select-service hotel and allows us to compete with the service standards of full-service properties. Front Desk Agents are expected to demonstrate genuine hospitality, professionalism, confidence, attention to detail, and ownership during every guest interaction. This includes warmly welcoming guests, recognizing Marriott Bonvoy members, accurately completing check-ins and check-outs, anticipating guest needs, providing knowledgeable information about the hotel and surrounding area, professionally handling telephone calls, and taking ownership of guest concerns through resolution. Every interaction is an opportunity to create a positive and memorable guest experience. Essential Duties and Responsibilities Guest Service & Hospitality Greet and acknowledge every guest promptly, warmly, and professionally. Maintain appropriate eye contact, smile, and demonstrate welcoming body language. Use the guest's name naturally whenever possible to personalize the interaction. Create positive first and last impressions during arrival, departure, and all other guest interactions. Anticipate guest needs and offer assistance rather than waiting for the guest to ask. Maintain a professional, approachable, and helpful presence at the Front Desk. Thank guests sincerely for choosing the hotel and invite them to return. Remain attentive to the lobby and Front Desk area and acknowledge guests even when assisting someone else. Never ignore a guest who is waiting. When occupied, acknowledge the guest and advise them that assistance will be provided shortly. Check-In & Arrival Experience Verify the guest's reservation details, room type, length of stay, rate, number of occupants, and any special requests. Verify identification and follow all required payment and credit-card authorization procedures. Properly authorize credit cards according to hotel procedures. Recognize Marriott Bonvoy members and appropriately acknowledge their membership and Elite status. Understand Marriott Bonvoy Elite benefits and accurately communicate applicable benefits to guests. Review relevant reservation details and identify opportunities to personalize the guest's stay. Provide clear information regarding breakfast, Wi-Fi, parking, fitness center, pool, check-out time, and other hotel amenities. Provide directions or information regarding elevators, guest rooms, meeting spaces, and other hotel facilities. Encourage guests to contact the Front Desk if there is anything the hotel can do to make their stay more comfortable. Ensure room keys are properly encoded and provide them securely according to hotel procedures. Check-Out & Departure Experience Greet and acknowledge departing guests. Confirm and review guest charges when appropriate. Process payments and adjustments accurately. Ask about the guest's stay and provide an opportunity for the guest to share feedback. Address concerns before the guest leaves whenever possible. Thank guests sincerely for staying with us and invite them to return. Marriott Bonvoy Knowledge & Recognition Learn and maintain working knowledge of Marriott Bonvoy membership levels and applicable Elite benefits. Recognize and appropriately acknowledge Elite members. Ensure eligible benefits are provided according to current Marriott standards. Assist guests with basic Marriott Bonvoy questions or direct them to the appropriate resource when additional assistance is required. Never promise points, upgrades, compensation, or benefits outside of the employee's authority. Telephone Etiquette Answer incoming telephone calls promptly and professionally according to hotel standards. Clearly identify the hotel and yourself when answering the telephone. Speak clearly, confidently, warmly, and at an appropriate pace. Ask permission before placing a caller on hold. Avoid leaving callers on hold for an excessive amount of time. Obtain the caller's name and use it naturally during the conversation when appropriate. Listen carefully and confirm the caller's request before transferring a call. Never blindly transfer a guest or caller without understanding where the call should be directed. Take complete and accurate messages when necessary. Avoid slang, overly casual language, or unprofessional expressions when communicating with guests. End calls professionally and thank callers for contacting the hotel. Guest Concerns & Service Recovery Listen carefully and allow guests to explain their concerns without unnecessary interruption. Demonstrate empathy and acknowledge the guest's concern professionally. Apologize appropriately when the hotel has failed to meet expectations. Take ownership of guest concerns rather than immediately passing responsibility to another employee or department. Make reasonable efforts to resolve concerns within the employee's authority. Contact a supervisor or manager promptly when additional authority or assistance is required. Follow up whenever possible to ensure the guest's concern has been resolved. Document significant guest concerns, service recovery, maintenance problems, and relevant incidents in the appropriate hotel system or communication log. Never argue with a guest or respond defensively, even when the employee disagrees with the complaint. Reservations & Property Management System Become proficient in the hotel's Property Management System and other required Front Office systems. Accurately locate, create, modify, and review reservations within the employee's authorized responsibilities. Understand room types, rate information, packages, special requests, and reservation notes. Accurately assign rooms while considering guest preferences, operational needs, and room availability. Properly check guests in and out of the hotel. Understand authorization, payment, incidental, deposit, and settlement procedures. Maintain accurate guest profiles and reservation information. Protect confidential guest information at all times. Never provide a guest's room number or personal information to unauthorized individuals. Follow established procedures before issuing replacement room keys. Immediately report system problems or situations preventing completion of essential Front Desk responsibilities to management. Cash & Payment Handling Accurately process cash, credit cards, and other approved forms of payment. Follow established procedures for credit-card authorization and payment verification. Maintain responsibility for assigned cash drawers. Complete shift deposits and required financial documentation accurately. Immediately report discrepancies, suspected fraud, charge concerns, or payment irregularities to management. Never share passwords, system credentials, cash drawers, or other controlled access unless specifically permitted by hotel policy. Communication & Shift Responsibilities Review shift notes, guest requests, VIP arrivals, special situations, and relevant hotel communications at the beginning of each shift. Communicate important information clearly to the next shift. Document unresolved guest concerns and operational issues before leaving. Respond appropriately to management communications related to hotel operations. Contact management when an operational issue cannot be resolved independently. Work cooperatively with Housekeeping, Maintenance, Breakfast, Sales, and other departments. Follow up on guest requests rather than assuming another department completed them. Remain at the assigned work area unless operational responsibilities require otherwise. Front Desk & Lobby Standards Maintain a clean, organized, professional, and guest-ready Front Desk throughout the shift. Keep personal belongings, food, and unnecessary items out of guest-facing areas. Maintain the lobby and Front Desk environment to hotel and brand standards. Notify the appropriate department when cleanliness or maintenance issues are identified. Remain attentive to guests entering and leaving the hotel. Personal cell-phone use is not permitted while actively working at the Front Desk except for authorized business purposes or emergencies. Earbuds/headphones are not permitted while working in guest-facing areas. Safety & Security Maintain awareness of hotel safety and security procedures. Protect guest privacy and confidential hotel information. Follow established procedures regarding guest-room access and replacement keys. Report suspicious activity immediately. Understand basic emergency procedures, including fire alarms, evacuations, medical emergencies, elevator incidents, and contacting emergency services. Never compromise guest security for convenience. Immediately notify management of serious safety, security, or operational concerns. Customer Service Expectations Front Desk Agents are expected to understand that excellent hospitality goes beyond completing transactions. Every guest should feel welcomed, recognized, respected, and cared for .

Employees are expected to:

Acknowledge guests promptly. Make appropriate eye contact and smile. Use guest names whenever possible. Recognize Marriott Bonvoy membership and Elite status. Listen carefully before responding. Communicate professionally and confidently. Anticipate needs whenever possible. Take ownership of problems. Follow through on commitments. Look for opportunities to create memorable guest experiences. The standard is not simply to complete a check-in or answer a question. The goal is for guests to leave feeling that our team genuinely cared about their experience. Professional Conduct Front Desk Agents must: Arrive on time and ready to work at the scheduled start of the shift. Maintain professional grooming, hygiene, and uniform standards. Wear the complete required uniform and name badge. Maintain professional language and behavior in all guest-facing areas. Treat guests, coworkers, supervisors, vendors, and visitors respectfully. Avoid excessive personal conversations while guests are present. Refrain from inappropriate personal cell-phone use while on duty. Follow hotel policies, procedures, brand standards, and management direction. Maintain confidentiality regarding guests, employees, hotel operations, rates, financial information, and other sensitive information. Required Skills and Qualifications Excellent customer-service and interpersonal skills. Strong verbal and written communication skills. Professional telephone etiquette. Ability to remain calm and professional during difficult guest interactions. Strong attention to detail and accuracy. Ability to learn hotel computer systems and technology. Basic computer and payment-processing skills. Ability to multitask and prioritize responsibilities in a fast-paced environment. Ability to work independently while also functioning effectively as part of a team. Ability and willingness to take ownership of guest concerns and operational responsibilities. Previous hotel or customer-service experience is preferred but not required. Scheduling Requirements The Front Desk operates 24 hours a day, 7 days a week. Employees must be available to work assigned schedules, which may include: Mornings Evenings Weekends Holidays Overnight shifts when operationally necessary Reliable and punctual attendance is an essential requirement of this position. Physical Requirements The employee must be able to: Stand for extended periods during the scheduled shift. Walk throughout the hotel as necessary. Use computers, telephones, printers, key encoders, and other Front Desk equipment. Perform repetitive keyboard and computer tasks. Occasionally lift, carry, push, or move items associated with normal hotel operations. Perform other reasonable physical duties associated with Front Desk operations. Additional Responsibilities This job description is intended to describe the primary responsibilities of the position and is not an exhaustive list of every duty that may be assigned. Front Desk Agents may be required to perform additional reasonable duties based on hotel operations, business levels, emergencies, staffing needs, or management direction. All employees are expected to support the overall success of the hotel and assist other departments when reasonably necessary.

Job Types:

Full-time, Part-time Pay:

$17.00 - $20.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person