FRONT DESK AGENT - The Ellison Hotel

Front Desk Associate

The Ellison, A Tribute Portfolio Hotel, is part of Marriott's Tribute Portfolio brand, a collection of independent hotels known for their individuality, character, and sense of place. As a lifestyle boutique hotel, The Ellison was created to honor acclaimed Oklahoman author Ralph Ellison while celebrating Oklahoma and its uniquely undiscovered qualities. Located in Classen Curve near Nichols Hills and the Western Avenue district, The Ellison offers guests an elevated and personalized hospitality experience in the heart of Oklahoma City.

Position Summary:

The Front Desk Associate is responsible for creating a warm, welcoming, and efficient guest experience from arrival through departure. This role includes completing check-in and check-out procedures, responding to guest needs, resolving concerns, and providing helpful information about the hotel and local area. The ideal candidate is professional, detail-oriented, and committed to outstanding hospitality.

• Welcome guests with warmth, professionalism, and genuine hospitality.
• Complete guest check-in and check-out procedures accurately and efficiently.
• Assign rooms, issue room keys, and provide information regarding hotel amenities, services, and local attractions.
• Anticipate guest needs and assist in fulfilling special requests to enhance the guest experience.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Resolve guest concerns in a courteous and service-oriented manner.
• Maintain working knowledge of room types, rates, packages, promotions, amenities, and surrounding area.
• Promote hotel services and amenities through thoughtful upselling and informed recommendations.
• Accurately post charges, process payments, and reconcile guest accounts as needed.
• Follow hotel policies, procedures, brand standards, and safety protocols.
• Maintain a neat, professional appearance in accordance with company standards.
• Demonstrate professionalism, respect, and teamwork in all interactions with guests and associates.
• Complete required training and assigned tasks promptly.
• Perform other duties as assigned.

Required Skills/Abilities:

• Strong verbal and written communication skills.
• Excellent interpersonal and guest service skills.
• Strong organizational skills and attention to detail.
• Ability to multitask and remain composed in a fast-paced environment.
• Ability to use sound judgment when handling guest concerns and stressful situations.
• Strong computer skills and the ability to learn hotel systems and technology.
• Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays.
• Ability to work independently and as part of a team.

Qualifications:

• Previous experience in hospitality, guest service / customer-facing role preferred.
• Prior hotel front desk or property management system experience is preferred.

Physical Requirements:

• Must be able to stand and walk for extended periods throughout the shift.
• Must be able to occasionally bend, reach, stoop, and lift or carry items up to 25 pounds.
• Must be able to perform repetitive motions such as typing and key generation.