Front Desk Agent

Job Description

Job Description

Position Summary

The Front Desk Agent and Night Audit Agent is responsible for delivering exceptional guest service while efficiently managing the front desk operations of the hotel. This position serves as the primary point of contact for guests, ensuring a welcoming atmosphere, accurate registration, prompt assistance, and effective resolution of guest concerns. Front Desk / Night Audit Agents play a critical role in creating positive guest experiences and maintaining Tulsa Marriott Southern Hills commitment to hospitality excellence.

Essential Duties and Responsibilities

Guest Service

• Welcome guests in a friendly, professional, and courteous manner.
• Process guest check-ins and check-outs accurately and efficiently.
• Verify guest identification, payment methods, and reservation details.
• Respond promptly to guest inquiries, requests, and concerns.
• Provide information regarding hotel services, amenities, local attractions, and transportation options.
• Maintain a positive and professional attitude when interacting with guests, visitors, and team members.
• Ensure guest satisfaction by resolving issues or escalating concerns when appropriate.

Front Desk Operations

• Handle reservations, modifications, cancellations, and room assignments.
• Balance and maintain accurate cash drawers and process various payment methods.
• Answer incoming telephone calls and route inquiries appropriately.
• Coordinate room availability and guest requests with Housekeeping and Maintenance departments.
• Monitor room inventory and communicate occupancy updates to management.
• Prepare and maintain required reports and records.

Night Audit Duties

• Perform end-of-day (EOD) procedures and close out business day transactions
• Audit and verify all guest charges, payments, and deposits
• Balance room revenue, restaurant revenue, market sales, and other hotel outlets
• Reconcile cash drawers, credit card transactions, and house accounts
• Generate daily revenue, occupancy, and financial reports
• Investigate and correct posting errors or discrepancies
• Prepare management reports for the next business day

Administrative Responsibilities

• Maintain guest confidentiality and protect sensitive information.
• Document guest complaints, incidents, and service recovery efforts.
• Complete shift reports and communicate important information during shift transitions.
• Follow all hotel policies and procedures regarding safety, security, and cash handling.

Qualifications

• High school diploma or GED required.
• Hospitality, business, or customer service training preferred.
• Ability to pass background and drug screen

Experience

• Previous hotel, customer service, retail, or hospitality experience preferred.
• Experience with Marriott systems and PMS software preferred but not required.

Knowledge, Skills, and Abilities

• Excellent customer service and communication skills.
• Strong computer skills and ability to learn hotel operating systems.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Professional appearance and demeanor.
• Ability to handle difficult situations with tact and professionalism.
• Basic math and cash-handling skills.
• Ability to work independently and as part of a team.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to bend, reach, kneel, and perform repetitive motions.
• Ability to use computers, telephones, and office equipment throughout the shift.