Front Desk Agent

Benefits:

• Employee discounts
• Paid time off
• 401(k)

Department: Front Office / Rooms Division

Reports To: Front Office Manager / General Manager

Position Type: Full-Time / Part-Time

Hourly Rate: $17.50 per hour

Schedule: 7:00 AM–3:00 PM or 3:00 PM–11:00 PM

Availability: Open and Flexible, including weekends and holidays

The Fairfield Inn & Suites Front Desk Agent is responsible for providing exceptional guest service from arrival through departure while efficiently managing all front-desk operations.

The Front Desk Agent serves as one of the most important points of contact for the hotel and is responsible for creating a warm, welcoming, professional experience for every guest. This position requires an individual who is confident, personable, dependable, detail-oriented, and able to remain calm and professional in a fast-paced environment.

The Front Desk Agent will manage guest check-ins and check-outs, reservations, room assignments, guest requests, payments, telephone calls, Marriott Bonvoy inquiries, service recovery, and communication with other hotel departments.

The ideal candidate understands that every interaction is an opportunity to create guest loyalty and reinforce the Fairfield by Marriott service culture
.

• Warmly welcome and acknowledge every guest entering the hotel.
• Provide friendly, professional, and efficient service throughout the guest's stay.
• Anticipate guest needs and proactively offer assistance.
• Maintain a positive and professional attitude, even during challenging situations.
• Respond promptly to guest questions, requests, and concerns.
• Provide accurate information regarding hotel services, amenities, policies, and local attractions.
• Assist guests with transportation, dining, entertainment, and other local recommendations.
• Handle guest complaints professionally and work toward effective solutions.
• Follow up on guest concerns to ensure appropriate resolution.
• Thank guests for staying with the hotel and provide a professional farewell at departure.

• Efficiently process guest arrivals and departures.
• Verify reservations, guest identification, room types, rates, payment information, and special requests.
• Complete all required registration procedures accurately.
• Assign rooms according to hotel procedures and guest requirements.
• Review reservation details and communicate important information to guests.
• Process check-outs accurately and efficiently.
• Review guest folios for accuracy.
• Process approved payment methods according to hotel procedures.
• Provide receipts and appropriate documentation.
• Address billing questions and discrepancies professionally.
• Maintain confidentiality of guest information.

• Make, modify, and cancel reservations according to hotel procedures.
• Maintain accurate guest and reservation information.
• Monitor room availability and room status.
• Communicate with Housekeeping regarding room readiness and priority rooms.
• Coordinate early arrivals, late departures, room moves, special requests, and other guest needs.
• Monitor arrivals, departures, VIPs, groups, and special situations.
• Follow hotel procedures for sold-out situations and overbooking.
• Assist with upselling rooms and hotel services when appropriate.
• Maintain knowledge of room types, rates, packages, promotions, and hotel amenities.

• Demonstrate knowledge of the Marriott Bonvoy program
  .
• Recognize Marriott Bonvoy members according to applicable service standards.
• Verify and update guest loyalty information when appropriate.
• Explain applicable Bonvoy benefits and hotel amenities.
• Ensure eligible guests receive appropriate recognition and service.
• Encourage guests to participate in Marriott Bonvoy when appropriate.
• Maintain awareness of guest preferences and special requests.
• Support the Fairfield by Marriott commitment to providing a consistent, welcoming guest experience.

Fairfield by Marriott emphasizes its commitment to ensuring that every guest leaves satisfied, making…