Front Desk Agent - Marriott

Front Desk Agent

The Front Desk Agent at the Marriott Phoenix Chandler Hotel is responsible for creating a welcoming first impression by greeting and registering guests, providing prompt, courteous, and personalized service throughout their stay, and ensuring a seamless departure experience. This position upholds Marriott brand standards and the hotel's Five-Star Service Standards while delivering exceptional guest service and supporting the daily operations of the Front Office.

Key Responsibilities

The primary responsibilities of the Front Desk Agent include, but are not limited to:

• Greet all guests with a warm, friendly, and professional welcome.
• Register arriving guests and complete the check-in process accurately and efficiently.
• Verify guest information, room assignments, rates, and payment methods.
• Provide guests with accurate information regarding hotel amenities, outlet hours, local attractions, and hotel services.
• Answer incoming telephone calls using professional phone etiquette and direct calls appropriately.
• Input and retrieve guest information, messages, and reservations using the hotel's property management system.
• Update guest profiles to ensure accurate records and personalized service.
• Retrieve and distribute guest mail, packages, and other deliveries as requested.
• Respond promptly and professionally to guest requests and concerns while identifying effective solutions.
• Take ownership of guest issues and follow through to resolution to ensure complete guest satisfaction.
• Maintain composure during high-volume periods, emergencies, and challenging guest interactions.
• Balance cash, process payments, and complete guest check-outs accurately.
• Maintain confidentiality of guest information and follow all hotel safety and security procedures.
• Communicate effectively with other hotel departments to ensure a seamless guest experience.
• Assist with administrative duties and special projects as assigned by the Front Desk Manager or hotel leadership.
• Perform all other duties and responsibilities as assigned.

Job Qualifications

In addition to performing the key responsibilities, the ideal candidate will possess the following qualifications:

• Minimum of one (1) year of guest service experience required; previous hotel front desk experience preferred.
• Experience with hotel property management systems (PMS), preferably FSPMS.
• Strong organizational, time management, and multitasking skills.
• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Strong problem-solving abilities with sound judgment and decision-making skills.
• Ability to work independently while contributing positively to a team environment.
• Proficiency in Microsoft Office Suite.
• Ability to maintain professionalism and confidentiality at all times.
• Flexible schedule with the ability to work mornings, evenings, weekends, holidays, and overtime as business demands require.

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.