Front Desk Agent

Job Description

Job Description

Benefits:

• Employee discounts
• Paid time off
• 401(k)

FAIRFIELD INN & SUITES FRONT DESK AGENT          

Fairfield Inn & Suites by Marriott | Dual-Brand Delta Hotels & Fairfield Inn & Suites by Marriott Matteson IL 

Department: Front Office / Rooms Division
Reports To: Front Office Manager / General Manager
Position Type: Full-Time / Part-Time
Hourly Rate: $17.50 per hour
Schedule: 7:00 AM–3:00 PM or 3:00 PM–11:00 PM
Availability: Open and Flexible, including weekends and holidays

POSITION SUMMARY

The Fairfield Inn & Suites Front Desk Agent is responsible for providing exceptional guest service from arrival through departure while efficiently managing all front-desk operations.

The Front Desk Agent serves as one of the most important points of contact for the hotel and is responsible for creating a warm, welcoming, professional experience for every guest. This position requires an individual who is confident, personable, dependable, detail-oriented, and able to remain calm and professional in a fast-paced environment.

The Front Desk Agent will manage guest check-ins and check-outs, reservations, room assignments, guest requests, payments, telephone calls, Marriott Bonvoy inquiries, service recovery, and communication with other hotel departments.

The ideal candidate understands that every interaction is an opportunity to create guest loyalty and reinforce the Fairfield by Marriott service culture .

ESSENTIAL RESPONSIBILITIES

GUEST SERVICE

• Warmly welcome and acknowledge every guest entering the hotel.
• Provide friendly, professional, and efficient service throughout the guest's stay.
• Anticipate guest needs and proactively offer assistance.
• Maintain a positive and professional attitude, even during challenging situations.
• Respond promptly to guest questions, requests, and concerns.
• Provide accurate information regarding hotel services, amenities, policies, and local attractions.
• Assist guests with transportation, dining, entertainment, and other local recommendations.
• Handle guest complaints professionally and work toward effective solutions.
• Follow up on guest concerns to ensure appropriate resolution.
• Thank guests for staying with the hotel and provide a professional farewell at departure.

CHECK-IN & CHECK-OUT

• Efficiently process guest arrivals and departures.
• Verify reservations, guest identification, room types, rates, payment information, and special requests.
• Complete all required registration procedures accurately.
• Assign rooms according to hotel procedures and guest requirements.
• Review reservation details and communicate important information to guests.
• Process check-outs accurately and efficiently.
• Review guest folios for accuracy.
• Process approved payment methods according to hotel procedures.
• Provide receipts and appropriate documentation.
• Address billing questions and discrepancies professionally.
• Maintain confidentiality of guest information.

RESERVATIONS & ROOM MANAGEMENT

• Make, modify, and cancel reservations according to hotel procedures.
• Maintain accurate guest and reservation information.
• Monitor room availability and room status.
• Communicate with Housekeeping regarding room readiness and priority rooms.
• Coordinate early arrivals, late departures, room moves, special requests, and other guest needs.
• Monitor arrivals, departures, VIPs, groups, and special situations.
• Follow hotel procedures for sold-out situations and overbooking.
• Assist with upselling rooms and hotel services when appropriate.
• Maintain knowledge of room types, rates, packages, promotions, and hotel amenities.

MARRIOTT BONVOY & BRAND SERVICE

• Demonstrate knowledge of the Marriott Bonvoy program .
• Recognize Marriott Bonvoy members according to applicable service standards.
• Verify and update guest loyalty information when appropriate.
• Explain applicable Bonvoy benefits and hotel amenities.
• Ensure eligible guests receive appropriate recognition and service.
• Encourage guests to participate in Marriott Bonvoy when appropriate.
• Maintain awareness of guest preferences and special requests.
• Support the Fairfield by Marriott commitment to providing a consistent, welcoming guest experience.

Fairfield by Marriott emphasizes its commitment to ensuring that every guest leaves satisfied, making the Front Desk Agent an important part of delivering that experience.

GUEST RECOVERY

• Take ownership of guest concerns and complaints.
• Listen carefully and demonstrate empathy.
• Resolve issues within the authority of the position.
• Escalate issues to management when necessary.
• Document significant guest concerns according to hotel procedures.
• Follow up with guests after service recovery situations.
• Communicate recurring issues to management so operational improvements can be made.
• Maintain professionalism even when interacting with upset or difficult guests.

TELEPHONE & COMMUNICATION

• Answer the hotel telephone promptly and professionally.
• Use proper Marriott telephone etiquette.
• Handle guest calls, requests, and questions efficiently.
• Take accurate messages and ensure proper delivery.
• Respond to guest communications promptly.
• Maintain clear communication with Housekeeping, Maintenance, Sales, Food & Beverage, Management, and other departments.
• Maintain accurate shift-to-shift communication through logs and approved communication systems.

FRONT DESK OPERATIONS

• Maintain a constant professional presence at the Front Desk.
• Keep the Front Desk and lobby area clean, organized, and welcoming.
• Complete all required Front Desk checklists and shift duties.
• Review daily arrivals, departures, VIPs, groups, and special requests.
• Monitor lobby activity and guest needs.
• Maintain appropriate control of room keys and guest information.
• Follow all hotel security procedures.
• Report suspicious activity, safety concerns, or unusual incidents immediately.
• Complete required shift reports accurately.
• Maintain accurate records and documentation.

CASH & PAYMENT HANDLING

• Process guest payments accurately according to hotel procedures.
• Handle credit cards and other approved payment methods.
• Follow all hotel procedures regarding payment security and guest financial information.
• Verify payment information as required.
• Maintain accurate guest folios.
• Resolve billing discrepancies promptly.
• Complete required shift balancing and financial procedures.
• Protect guest payment information and maintain confidentiality.

SAFETY & SECURITY

• Maintain knowledge of hotel emergency procedures.
• Follow all safety and security policies.
• Report accidents, injuries, suspicious activity, and unsafe conditions immediately.
• Protect guest privacy and confidential information.
• Properly handle lost-and-found items according to hotel procedures.
• Maintain awareness of emergency exits, fire procedures, and evacuation protocols.
• Follow all required security and incident-reporting procedures.

TEAMWORK & CROSS-DEPARTMENT SUPPORT

The Front Desk is the communication hub of the hotel and must maintain strong working relationships with every department.

• Communicate effectively with Housekeeping regarding room status and guest requests.
• Communicate maintenance issues to Engineering/Maintenance promptly.
• Coordinate with Food & Beverage regarding guest needs and hotel offerings.
• Support Sales with guest and group-related requests when needed.
• Communicate with management regarding guest concerns and operational issues.
• Assist other departments when operationally necessary and directed by management.
• Maintain a positive and cooperative working environment.
• Support the overall success of the hotel rather than operating solely within the Front Desk department.

MARRIOTT SERVICE CULTURE

The Front Desk Agent is expected to consistently demonstrate Marriott and Fairfield service standards .

Associates are expected to:

• Greet guests warmly and professionally.
• Maintain genuine hospitality throughout every interaction.
• Anticipate guest needs.
• Demonstrate urgency without sacrificing service quality.
• Take ownership of guest concerns.
• Provide accurate and timely information.
• Maintain professionalism during difficult situations.
• Protect guest privacy and confidentiality.
• Demonstrate teamwork and accountability.
• Create an environment where guests feel welcomed, valued, and appreciated.

PROFESSIONAL STANDARDS

All Front Desk Agents are expected to:

• Maintain a professional appearance and proper grooming at all times.
• Wear the required uniform according to hotel standards.
• Remain at the Front Desk and visible to guests unless performing assigned hotel duties.
• Personal cell phone use is not permitted while working , except when authorized by management.
• Maintain a clean and organized Front Desk and lobby.
• Speak professionally and respectfully to guests and associates.
• Maintain confidentiality of guest and hotel information.
• Remain calm and professional during challenging situations.
• Arrive on time and be prepared to begin work at the scheduled start time.
• Follow all Marriott, Fairfield, hotel, company, safety, and security policies.

REQUIRED QUALIFICATIONS

• Previous hotel or hospitality experience preferred.
• Previous Front Desk or guest-service experience preferred.
• Strong customer-service skills.
• Excellent verbal and written communication skills.
• Strong computer skills and ability to learn hotel systems.
• Previous experience with a hotel Property Management System (PMS) preferred.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail and accuracy.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work independently and as part of a team.
• Professional and positive demeanor.
• Dependable and punctual.
• Ability to stand and walk for extended periods.
• Ability to work evenings, weekends, and holidays.

SCHEDULE & AVAILABILITY

Available shifts:

AM Shift: 7:00 AM–3:00 PM
PM Shift: 3:00 PM–11:00 PM

Schedules will vary based on hotel occupancy, business levels, staffing requirements, and operational needs.

Open and flexible availability is required , including:

• Weekends
• Holidays
• High-occupancy periods
• Special events
• Group arrivals and departures
• Schedule adjustments based on hotel operational needs

Reliable attendance and punctuality are essential.

COMPENSATION

$17.50 per hour

PERFORMANCE EXPECTATIONS

Success in this position will be measured by:

• Guest satisfaction.
• Check-in and check-out accuracy.
• Reservation accuracy.
• Guest recovery and problem resolution.
• Marriott Bonvoy recognition and engagement.
• Professional communication.
• Front Desk appearance and organization.
• Accurate payment and folio handling.
• Timely response to guest requests.
• Effective communication with other departments.
• Attendance and punctuality.
• Professional appearance and conduct.
• Teamwork.
• Consistent adherence to Fairfield by Marriott service standards.

OUR EXPECTATION

The Front Desk Agent is often the first and last impression a guest has of our hotel .

We are looking for individuals who understand that exceptional hospitality is demonstrated through the smallest details—from a warm greeting and efficient check-in to anticipating a guest's needs and ensuring concerns are resolved before departure.

Every guest should feel welcomed, valued, respected, and confident that their stay is in capable hands.

The ideal candidate is professional, dependable, personable, solution-oriented, and genuinely passionate about providing exceptional Marriott hospitality.