Front Desk Agent (often officially called a Guest Experience Expert or Guest Services Associate ) serves as the primary hub for guest interactions. Because Residence Inn specializes in extended-stay accommodations, the front desk team places a strong emphasis on building rapport and delivering personalized service to long-stay business and leisure guests. Job Summary & Primary Responsibilities Guest Registration & Check-In/Check-Out Welcome guests with a friendly, professional demeanor. Process arrivals and departures using property management systems (such as FOSSE or LightSpeed). Verify guest identities, issue key cards, confirm room rates, and collect payment deposits or methods. Compute guest bills, process credit card/cash transactions, and post incidental charges accurately. Guest Engagement & Loyalty Programs Promote the Marriott Bonvoy loyalty program by enrolling non-members and recognizing elite status benefits during stay check-ins. Act as a local concierge by offering recommendations for nearby dining, attractions, and transit options. Anticipate guest needs—especially for long-term extended-stay guests—to build long-term brand preference. Communication & Operational Coordination Answer incoming phone calls, address inquiries, transfer calls, and handle guest messages or mail. Coordinate daily with Housekeeping and Engineering/Maintenance regarding room status, maintenance requests, and special room preparations. Conduct structured shift handovers to communicate pending requests, guest concerns, and room updates to the oncoming front desk shift. Problem Resolution & Guest Satisfaction Respond promptly to guest complaints or special requests (e.g., extra linens, extended check-out times, amenity questions). Use problem resolution techniques to defuse guest dissatisfaction and record issues in property logs. Lobby & Administrative Maintenance Maintain a tidy, organized, and professional front desk and lobby area. Follow hotel emergency, security, and safety procedures (such as monitoring safe deposit boxes and reporting suspicious activity). Job Qualifications & RequirementsMinimum /

Required Qualifications:

Education:

High school diploma or GED equivalent.

Communication:

Strong verbal and written communication skills in English.

Computer Proficiency:

Basic to intermediate computer skills with the ability to learn brand property management software.

Availability:

Flexibility to work rotating shifts—including early mornings (7 AM - 3 PM), evenings (3 PM - 11 PM), weekends, and holidays.

Physical Requirements:

Ability to stand, walk, or sit for extended periods (often 8 hours) and perform light lifting (up to 20-30 lbs).

Preferred Qualifications:

Hospitality Experience:

Prior experience in hotel front desk operations, customer service, or retail.

Marriott Systems:

Hands-on experience with Marriott Property Management Systems (FOSSE or Opera/LightSpeed).

Brand Familiarity:

Prior experience within a Marriott International or extended-stay hotel environment.

Key Competencies & Soft Skills Customer-First Mindset:

Upbeat, empathetic, and committed to high standards of hospitality.

Detail-Oriented:

Precision with billing, guest information, and scheduling accuracy.

Team Collaboration:

Willingness to assist other departments when needed (e.g., breakfast service support or lobby maintenance).

Multitasking:

Ability to handle incoming phone calls, walk-in guests, and system requests simultaneously under pressure.

Pay:

From $14.00 per hour Expected hours: No less than 28.0 per week

Benefits:

Employee discount Health insurance Life insurance Paid time off

Work Location:

In person