Guest Service Agent

DESCRIPTION

This position is primarily 3pm-11pm shifts.


Position Summary

The Front Desk Agent is responsible for providing exceptional guest service from arrival through departure while creating memorable experiences that reflect Marriott's commitment to hospitality. This position serves as the first and last point of contact for guests and is responsible for accurate check-in/check-out procedures, handling reservations, resolving guest concerns, and promoting Marriott Bonvoy membership while maintaining brand standards.

Essential Duties and Responsibilities

• Welcome every guest with a genuine smile and professional attitude.
• Complete guest check-in and check-out accurately and efficiently.
• Verify reservations, room types, rates, payment methods, and guest preferences.
• Assign rooms according to availability and guest requests.
• Process cash, credit card, and digital payments while maintaining an accurate cash drawer.
• Answer incoming phone calls promptly using Marriott standards.
• Assist guests with reservations, modifications, cancellations, and room availability.
• Promote and enroll guests in the Marriott Bonvoy program.
• Upsell room upgrades and hotel amenities whenever appropriate.
• Provide information regarding hotel services, amenities, local attractions, restaurants, and transportation.
• Respond to guest requests promptly and follow through until completion.
• Resolve guest concerns using service recovery techniques and escalate issues when necessary.
• Coordinate with Housekeeping and Maintenance to ensure guest rooms are ready and maintenance concerns are addressed.
• Maintain guest confidentiality and protect sensitive information.
• Complete shift reports, balance transactions, and communicate important information during shift changes.
• Follow all Marriott brand standards, safety procedures, and company policies.
• Maintain a clean, organized, and professional front desk area.
• Support other departments as business demands require.

Guest Service Expectations

• Demonstrate Marriott's "Spirit to Serve" philosophy.
• Make meaningful connections with every guest.
• Anticipate guest needs before they are requested.
• Handle complaints calmly, professionally, and with empathy.
• Ensure every guest leaves with a positive impression of the hotel.

Qualifications

• High school diploma or GED preferred.
• Previous hotel, hospitality, retail, or customer service experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service and conflict resolution abilities.
• Basic computer skills and ability to learn hotel property management systems.
• Strong organizational and multitasking skills.
• Ability to work independently and as part of a team.
• Flexible schedule, including nights, weekends, and holidays.

Physical Requirements

• Stand and walk for extended periods.
• Occasionally lift up to 25 pounds.
• Bend, reach, and perform repetitive motions.
• Use computers, telephones, printers, and other office equipment throughout the shift.

Core Competencies

• Guest Focus
• Communication
• Professionalism
• Teamwork
• Dependability
• Attention to Detail
• Problem Solving
• Time Management
• Cash Handling Accuracy
• Adaptability

Performance Standards

Front Desk Agents are expected to:

• Deliver outstanding guest satisfaction.
• Maintain accuracy in reservations and financial transactions.
• Follow Marriott brand standards consistently.
• Arrive on time and maintain excellent attendance.
• Work collaboratively with all hotel departments.
• Represent Courtyard by Marriott with professionalism and integrity.

This version reflects the responsibilities commonly outlined for Marriott front desk roles while incorporating Courtyard's guest-focused service expectations.


REQUIREMENTS

• Must be available to work overnight shifts, including weekends and holidays when needed.

About Courtyard by Marriott

At Courtyard by Marriott , we believe in empowering our guests to make the most of their stay. Designed for business and leisure travelers alike, Courtyard offers inviting spaces to work, relax, dine, and connect. Our associates create an environment where guests feel welcomed, valued, and cared for from the moment they arrive until they depart.

As part of Marriott International , Courtyard is committed to delivering exceptional hospitality through our core values:

• Put People First
• Pursue Excellence
• Embrace Change
• Act with Integrity
• Serve Our World

Our Front Desk Agents are the face of the hotel and play a vital role in creating memorable guest experiences while upholding Marriott's world-renowned service standards.