Front Desk Agent

Job Description

Job Summary:

The Front Desk Agent is responsible for delivering exceptional guest service from the moment of arrival through departure. Responsibilities include greeting and registering guests, managing reservations, assisting with guest inquiries, and ensuring a seamless check-in/check-out process. The agent will provide attentive, courteous, and efficient service while maximizing room occupancy and revenue.

Education & Experience:

High School diploma or equivalent required; college coursework in hospitality is a plus

Prior experience in a hotel or customer service role is preferred

Positive, energetic personality with a passion for hospitality and guest service

Strong communication, multitasking, and problem-solving skills

Basic understanding of financial transactions and arithmetic

Familiarity with Microsoft Office Suite and hotel reservation systems

Must be able to work flexible shifts, including morning, evenings, weekends, and holidaysRoles & Responsibilities

Greet and welcome all guests with a warm, friendly, and professional demeanor

Perform efficient and accurate check-in and check-out procedures

Manage room reservations, modifications, and cancellations through the PMS system (FOSSE experience is a plus)

Maintain up-to-date knowledge of room rates, packages, special promotions, and hotel amenities

Promptly respond to guest inquiries, concerns, and complaints with a problem-solving attitude

Provide guests with local area information, including dining recommendations, transportation options, and directions

Operate the hotel telephone switchboard; manage and relay guest messages accurately

Handle all financial transactions, including cash, credit card processing, and maintaining accurate shift reports

Coordinate closely with housekeeping and maintenance teams to ensure room readiness and guest satisfaction

Maintain a clean, organized, and welcoming front desk and lobby area at all times

Log, track, and deliver guest messages, packages, and special requests or amenities as needed

Ensure compliance with all Marriott brand standards, operational policies, and safety protocols

Manage the hotel’s Market area, including inventory control, restocking, and product sales

Communicate clearly and positively with all departments—Front Desk, Housekeeping, Sales, Maintenance—to foster a collaborative and service-oriented environment

Contribute to a supportive and engaging workplace culture that prioritizes guest experience and team success

Additional Requirements:

A Knowledge of the Marriott PMS System "Fosse" is a plus.

Must maintain a professional appearance and adhere to uniform standards

Ability to operate Front Desk software and POS systems

Must be detail-oriented and able to handle a fast-paced environment

Uphold the confidentiality of guest information and hotel data

Ability to lift upto 30 lbs occasionally

Working Conditions:

Indoors in a temperature-controlled environment

Frequent standing and walking throughout the shift

Occasional bending, reaching, and lifting

Constant communication with guests and team members

Background Requirements:

Criminal background check required

Drug Test

Full-time