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