Front Desk Reception

Position Summary

The Front Desk Agent is responsible for creating a welcoming, professional, and efficient experience for every guest. This position handles guest arrivals and departures, reservations, payments, requests, and concerns while maintaining Marriott service standards and supporting the hotel’s daily operations.

Essential Duties and Responsibilities

• Greet every guest promptly and professionally.
• Complete guest check-ins and checkouts accurately.
• Verify identification, payment methods, rates, and reservation details.
• Answer telephone calls and respond to guest questions.
• Create, modify, and cancel reservations according to hotel policy.
• Recognize Marriott Bonvoy members and provide the appropriate benefits.
• Explain hotel amenities, breakfast hours, pool hours, Wi-Fi, checkout time, and other relevant information.
• Handle cash, credit-card transactions, deposits, and the front desk drawer accurately.
• Respond to guest concerns calmly and work toward an appropriate resolution.
• Document guest requests, complaints, maintenance issues, and shift information.
• Communicate effectively with housekeeping, maintenance, management, and other shifts.
• Monitor room status and coordinate room readiness with housekeeping.
• Keep the lobby, front desk, Marketplace, coffee station, and surrounding areas clean and organized.
• Stock front desk supplies and Marketplace items as assigned.
• Follow safety, security, emergency, privacy, and key-control procedures.
• Complete all assigned shift checklists before leaving.
• Remain at the front desk until properly relieved by the next scheduled employee.
• Perform other reasonable hotel duties assigned by management.

Attendance and Professional Expectations

• Report to work on time, in full uniform, with the required name tag.
• Maintain a professional appearance and positive attitude.
• Stay attentive and available to guests throughout the shift.
• Personal phone use must not interfere with guest service or assigned duties.
• Treat guests, coworkers, and management respectfully.
• Follow management instructions, hotel policies, and Marriott standards.
• Communicate schedule conflicts and absences according to company policy.
• Be dependable and willing to work independently when necessary.

Qualifications

• Previous hotel or customer-service experience is preferred but not required.
• Strong communication and problem-solving skills.
• Basic computer, telephone, and payment-processing skills.
• Ability to multitask in a fast-paced environment.
• Ability to handle confidential guest and hotel information responsibly.
• Must be available to work a flexible schedule, including mornings, evenings, weekends, and holidays.
• Must be able to stand for extended periods and lift approximately 25 pounds when necessary.

Ideal Candidate

The ideal Front Desk Agent is dependable, friendly, organized, professional, and willing to learn. They take ownership of their responsibilities, communicate well with the team, pay attention to detail, and understand that excellent guest service is the responsibility of every shift.

City Express by Marriott is an equal opportunity employer. Employment is subject to the hotel’s policies, procedures, and applicable law.