FRONT DESK AGENT

Front Desk Agent

TownePlace Suites Portland - Portland, TX 78374

Position Summary

The Front Desk Agent is the face of the hotel and plays a key role in delivering the high standards of service associated with the Marriott International brand. This position is responsible for providing exceptional guest service, ensuring efficient front desk operations, and creating a welcoming and professional environment for all guests.

Compensation & Benefits

• Pay: Competitive hourly wage (based on experience)
• Benefits Include:
  • 401(k) retirement plan
  • Paid Time Off (PTO)
  • Health insurance
  • Dental insurance
  • Vision insurance

Key Responsibilities

• Book guest reservations and coordinate with the reservation center as needed
• Greet, register, and assign rooms in a prompt, friendly, and professional manner
• Utilize up-selling techniques to maximize room rates and revenue
• Prepare for group arrivals, departures, and VIP guests
• Handle confidential guest information with integrity and discretion
• Answer, screen, and route incoming calls; take accurate messages
• Respond to guest inquiries regarding hotel services, amenities, and local attractions
• Arrange transportation and provide directions or recommendations as needed
• Promote hotel services, facilities, and upcoming events
• Respond quickly and courteously to guest requests, concerns, and complaints
• Resolve minor guest issues and escalate more complex concerns to management
• Follow up to ensure complete guest satisfaction
• Use problem-solving skills and sound judgment to address guest needs
• Maintain a professional and friendly demeanor at all times
• Perform check-in and check-out procedures, including processing payments
• Handle departmental accounting, including cash, receipts, and guest accounts
• Post charges, complete cashier reports, and prepare daily deposits
• Balance cash drawers at the beginning and end of each shift
• Complete daily reports, logs, and documentation accurately
• Maintain a clean and organized front desk, lobby, and common areas
• Replenish continental breakfast items and ensure cleanliness of the breakfast area
• Perform laundry duties as assigned
• Record and communicate important guest information in pass-on logs
• Transmit and receive messages via phone, email, and hotel systems
• Coordinate with housekeeping and maintenance to ensure room readiness
• Support sales and marketing efforts as directed by the General Manager
• Follow all Marriott brand standards, policies, and procedures
• Maintain a professional appearance and uniform at all times
• Assist in training new team members when needed
• Support safety, security, and emergency procedures
• Perform other duties as assigned by management

Qualifications & Requirements

• High school diploma or equivalent required; hospitality experience preferred
• Previous front desk or customer service experience is a plus
• Strong communication and interpersonal skills
• Basic computer skills; hotel management system experience preferred
• Ability to handle cash and credit transactions accurately
• Strong organizational and multitasking abilities
• Flexible schedule, including nights, weekends, and holidays

Physical Requirements

• Ability to stand for extended periods
• Ability to lift up to 25 lbs occasionally
• Ability to perform light cleaning and laundry tasks