Front Desk Agent

Front Desk Agent

At Marriott La Jolla, our Front Desk Agents create the first and last impression of the guest experience. This role is responsible for delivering warm, personalized service while ensuring efficient check-in and check-out experiences, resolving guest concerns, promoting Marriott programs, and supporting the overall success of hotel operations. We are seeking hospitality professionals who are guest focused, service driven, and committed to creating memorable experiences while maintaining operational excellence.

What You Will Do

• Welcome guests with warmth, professionalism, and genuine hospitality.

• Create positive first impressions during check-in and lasting final impressions during departure.

• Anticipate guest needs and proactively identify opportunities to enhance the guest experience.

• Deliver service consistent with Marriott's commitment to "Wonderful Hospitality, Always."

• Promote Marriott Bonvoy membership and other brand initiatives.

• Complete guest arrivals and departures accurately and efficiently.

• Verify guest information, room assignments, payment methods, and special requests.

• Process room charges, payments, adjustments, and guest transactions in accordance with hotel procedures.

• Manage room inventory and assign accommodations based on guest preferences and operational needs.

• Maintain accurate guest records and reservation information.

• Respond to guest concerns with urgency, professionalism, and empathy.

• Research issues, identify solutions, and take appropriate action to resolve concerns.

• Escalate operational issues appropriately while maintaining guest confidence and satisfaction.

• Partner with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.

• Support a positive and collaborative work environment.

• Demonstrate flexibility and willingness to assist operational needs across the hotel when appropriate.

• Participate in training, coaching, and development opportunities.

• Maintain professional relationships with guests, associates, and leaders.

Qualifications

Required:

• High School Diploma or equivalent.

• Previous customer service experience.

• Strong verbal and written communication skills.

• Ability to remain calm and professional in fast-paced environments.

• Basic computer proficiency.

Preferred:

• Previous hotel or hospitality experience.

• Marriott experience.

• Experience working in a high-volume guest service environment.

• Bilingual skills are a plus.

Ideal Candidate

The ideal candidate is someone who:

• Enjoys interacting with people and creating memorable guest experiences.

• Takes ownership of guest concerns and follows through on commitments.

• Maintains a positive attitude during busy operational periods.

• Demonstrates professionalism, reliability, and accountability.

• Thrives in a team environment while remaining self-motivated.

• Understands that every interaction impacts guest satisfaction and hotel performance.

Schedule & Availability

This position requires open availability and may include:

• Morning, evening, overnight, weekend, and holiday shifts.

• Overtime as business needs require.

• Flexibility to support operational demands during peak occupancy periods and special events.

Physical Requirements

• Ability to perform the essential functions of the position with or without reasonable accommodation.

• Ability to remain in a stationary position and/or move throughout guest service areas as needed to support hotel operations.

• Ability to operate computers, phones, and other standard office and hotel equipment.

• Ability to occasionally move, transport, or lift items weighing up to 25 pounds.

Why Marriott La Jolla?

At Marriott La Jolla, we are building a culture centered on guest satisfaction, teamwork, accountability, and professional growth. We are looking for associates who are passionate about hospitality and committed to delivering exceptional service every day.

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other legally protected characteristic.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.