Front Desk Associate

Job Description Job Description Guest Service & Hospitality Greet and assist guests with a warm, professional, and brand-standard Marriott welcome Perform guest check-ins and check-outs efficiently while ensuring accuracy and privacy Handle guest inquiries, requests, and complaints promptly to ensure a positive guest experience Resolve service issues calmly and professionally, escalating when necessary Communicate hotel amenities, policies, loyalty benefits, and local information clearly Deliver personalized service to Marriott Bonvoy members and recognize elite status benefits Front Desk & Operational Duties Operate the front desk during evening hours, including high-volume check-in periods Balance guest needs with operational efficiency during shift transitions Coordinate with housekeeping, maintenance, and security to address guest needs Monitor room availability, late arrivals, and no-shows Prepare shift reports and communicate important information to night audit staff Maintain a clean, organized, and professional front desk area FOSSE (Marriott Property Management System) Use FOSSE to check guests in and out accurately Assign and change room types as needed based on availability Post room charges, incidentals, and adjustments correctly Manage reservations, extensions, cancellations, and room moves Review guest profiles and notes to ensure accurate service delivery Handle cash, credit card transactions, and folios according to Marriott standards Cash Handling & Compliance Process payments, refunds, and authorizations accurately Balance cash drawer and complete end-of-shift paperwork Follow Marriott brand standards, safety procedures, and data privacy guidelines Adhere to PCI compliance and company policies Evening Shift Responsibilities Manage late check-ins and special guest requests Ensure smooth handoff to night audit team Monitor lobby activity and support guest safety during evening hours Maintain professionalism during peak and overnight transition periods Courtyard by Marriott – Charlotte Airport LoSo 321 W. Woodlawn Road Charlotte, NC 28217 #J-18808-Ljbffr 6AM City, LLC