Front Desk Associate

Front Desk Agent

Provides front office services in compliance with Hotel Managers Group standards, ensuring exceptional guest service. Handles check-ins, check-outs, reservations, and guest inquiries professionally and efficiently. Maintains accurate financial records, room assignments, and hotel operations while adhering to company policies and procedures.

Supervisory Responsibilities: This position provides supervision to others: No

Essential Job Functions:

• Reviews the Front Desk Log for any unusual situations or conditions and communicates with outgoing staff for any additional information.
• Counts the money in the cash drawer and signs in for the shift.
• Checks the number of occupied rooms using the rack or computerized Expected Arrivals Report.
• Reviews reservations for incoming groups, room blocks, special requests, and VIP requirements.
• Assigns and blocks rooms, ensuring guest details and stay dates are accurately recorded.
• Separates guaranteed reservations from holds and checks for duplicate bookings.
• Posts all telephone, food, and miscellaneous charges to guest folios.
• Reviews the Housekeeping Report to ensure accuracy with in-house guest records.
• Reviews check-out folios to ensure a zero balance and verifies credit card approval codes.
• Notifies guests exceeding credit limits and requests immediate settlement.
• Prepares guest registration cards for pre-registration.
• Reviews disputed charges and collaborates with the management for resolution.
• Prepares a Shift Deposit Report, counts cash drawer funds, and secures the deposit in a locked safe.
• Updates the Front Desk Log with pertinent information for the next shift.
• Ensures proper uniform and adherence to hotel appearance standards.
• Accurately maintains a cash bank and performs guest accounting functions.
• Maximizes room rates and promotes hotel services to achieve occupancy and revenue goals.
• Informs management of unresolved guest complaints and suggestions.
• Reads and adheres to all posted memos and company policies.
• Follows the hotel's telephone etiquette standards.
• Notifies the Housekeeping of late check-outs and stay-overs.
• Contacts guests who have not checked out on time to confirm their revised departure.
• Replenishes front desk supplies as needed.
• Maintains cleanliness and order at the front desk.
• Collects and sanitizes room keys and organizes key storage.
• Performs additional duties as assigned.
• Maintains knowledge of hotel services, events, and departmental functions to assist guests.
• Demonstrates proficiency in using front office equipment and software.

Skills & Abilities:

• Excellent customer service and communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask in a fast-paced environment.
• Proficiency in hotel management software and reservation systems.
• Attention to detail and strong organizational skills.
• Basic math and cash-handling skills.
• Ability to work independently and as part of a team.
• Professional appearance and demeanor.
• Dependability and flexibility to work various shifts, including weekends and holidays.

Education & Certifications:

• High school diploma or equivalent required.
• Minimum of 1-2 years of front desk or hospitality experience preferred.
• Experience with hotel management systems is a plus.

Physical Requirements:

• Prolonged periods of standing at a desk.
• Must be able to lift up to 15 pounds at times.

An Equal Opportunity Employer: We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. We intend that all qualified applicants are given equal opportunity, and that selection decisions be based on job-related factors.

Competitive wages, comprehensive benefits package, Marriott travel perks and discounts. $19.70/H The hourly rate of pay for this position is $19.70.