Front Desk Agent

Guest Service Agent

The Residence Inn / Springhill Suites by Marriott Greenville Downtown is seeking an experienced Guest Service Agent for their beautiful hotel. The primary purpose of the Guest Service Agent is to greet and serve guests in a professional, gracious manner. The Guest Service Agent will also register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out, and offer a fond farewell to guests.

Essential Job Functions

• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guests. Use a positive, clear speaking voice, listen to guest requests and respond with the appropriate action.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
• Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
• Maintain effective communication within Front Office and all hotel departments. Stay aware of issues relating to the front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• Adhere to safety, security, and emergency procedures, react appropriately during emergency situations and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest-related information, and conduct weekly inventory of guest room keys.
• Understand and operate front office telephones, computer systems, and equipment, such as ten key adding machine, facsimile machines, etc.
• Promptly complete the registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/requests, nonverbal confirmation of room number accounts at time of check out. Properly file and retrieve registration cards.
• Nothing in this job description restricts management's right to assign or reassign duties, work hours, and/or responsibilities for this job at any time.

Qualifications

• Excellent customer service and communication skills (verbal and written)
• Professional appearance and positive, service-oriented attitude
• Ability to multitask and remain calm in a fast-paced environment
• Strong attention to detail and accuracy with reservations, billing, and cash handling
• Basic computer skills (email, reservation systems, Microsoft Office)
• Reliable, punctual, and team-oriented
• Problem solving mindset with guest-first approach
• Flexible schedule including mornings, evenings, weekends, and holidays
• Ability to stand for extended periods and assist guests with light physical tasks when needed

Experience/Education

• High school diploma or equivalent required
• Prior hotel front desk, customer service, or hospitality experience preferred
• Experience with hotel PMS systems (e.g., FOSSE, Opera) strongly preferred

Benefits

• Health insurance
• Retirement plan
• Paid time off
• Employee discounts on Marriott hotel stays
• Ongoing training and development opportunities
• A supportive and friendly work environment

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to a background and substance abuse screening prior to any offers of employment.