Front Desk Agent

• Serve as the first point of contact for hotel guests
• Respond professionally and courteously to arriving, departing, and in-house guests
• Provide accurate and timely information and services
• Respond to telephone and in-person inquiries regarding reservations, hotel information, directions, local attractions, and guest concerns
• Greet guests and complete established check-in procedures using computerized methods
• Answer all incoming internal and external phone calls for the hotel
• Take room service orders for in-house guests
• Handle incoming computer chats for in-house and upcoming guests
• Answer inquiries and accept reservations by telephone
• Communicate hotel rates and information using suggestive selling techniques to increase room-night sales, occupancy, and revenue
• Maintain customer relations and resolve guest concerns in person and by phone
• Operate the internal radio system to communicate issues
• Perform the shift checklist
• Apply standard front desk check-in and check-out procedures
• Maintain knowledge of hotel operations, hours, pricing, Marriott Bonvoy, and local information

• High school diploma or GED required
• One year hotel front desk experience OR two years customer service experience preferred
• Must be able to verbally communicate clearly with guests and fellow employees
• Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division
• Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel
• Must be able to stand for extended periods of time
• May be required to work rotating shifts, including weekends, night shifts, and/or overtime

Demonstrates strong customer service skills and effective communication abilities while managing front desk operations. Proficient in handling guest inquiries, reservations, and maintaining knowledge of hotel services and local attractions.

• Hotel Front Desk Experience
• Customer Service Experience
• Verbal Communication Skills
• Basic Math Skills
• Knowledge of Hotel Operations

• Check-In Procedures
• Check-Out Procedures
• Data Analysis
• Room Service Order Taking
• Reservation Management

• Professionalism
• Courteousness
• Problem Solving
• Suggestive Selling Techniques
• Customer Relations
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• High School Diploma
• GED

• Marriott Bonvoy
• Hotel Operations
• Guest Concerns
• Occupancy Rates
• Local Attractions

• Computerized Check-In Systems
• Internal Radio System
• Reservation Software