Front Desk Associate

Job description:

Position Summary:

The Front Desk Associate is responsible for delivering exceptional guest service while managing all front desk operations in accordance with Marriott International and IHG brand standards . This role serves as the first point of contact for guests and plays a key role in creating a positive guest experience through efficient check-in/check-out processes, reservation handling, and problem resolution.

Key Responsibilities:

Greet guests professionally and perform check-in and check-out procedures following Marriott and IHG brand service standards Operate hotel PMS systems such as OPERA (IHG), FOSSE (Marriott), and OPERA Cloud for reservations, billing, and room assignments Process guest payments, handle cash, credit cards, and balance shift reports accurately Respond to guest inquiries, requests, and complaints promptly while ensuring guest satisfaction Coordinate with housekeeping and maintenance teams to ensure room readiness and service delivery Manage reservations, modifications, cancellations, and special requests Promote hotel amenities, loyalty programs ( Marriott Bonvoy and IHG One Rewards ), and upsell room upgrades when applicable Follow brand SOPs, safety procedures, and data privacy policies Maintain accurate guest records and daily logs Support night audit operations and flexible shift scheduling when required

Qualifications & Skills:

Previous hotel front desk experience with Marriott and/or IHG branded properties preferred Strong knowledge of hotel operations and brand service standards Experience using

OPERA PMS

(IHG), FOSSE (Marriott), and OPERA Cloud Excellent communication and customer service skills Ability to multitask in a fast-paced hospitality environment Strong attention to detail and problem-solving skills Professional appearance and positive attitude Flexible availability including weekends, holidays, and overnight shifts

Education & Experience:

High school diploma or equivalent required Hospitality or hotel management education preferred Minimum 1-2 years of front desk or guest services experience in branded hotel environments

Job Type:

Full-time/Part-time Benefits:

Employee discount Paid time off

Work Location:

In person

Pay:

From $15.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person