Hotel Front Desk Agent

About the role

The 2nd Shift Front Desk Clerk is responsible for greeting and registering guests, providing prompt and courteous service, managing guest accounts, and assisting with hotel operations during the evening shift. This position plays a key role in ensuring every guest receives exceptional hospitality and that the hotel maintains its high standards of quality, professionalism, and guest satisfaction.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome; use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate; make appropriate selection of rooms based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make change, and balance assigned house bank.
• Accept and record vouchers, travelers’ checks, and other forms of payment; perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication; input messages into the computer, retrieve messages, and communicate the content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest satisfaction; research and attempt to resolve problems within established guidelines, escalating to a supervisor if necessary.
• Field guest complaints, conduct thorough research to develop effective solutions, and resolve complications such as location changes or credit issues.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
• Remain calm and alert, especially during emergency situations and heavy hotel activity; plan and implement detailed steps using experienced judgment and discretion.
• Keep corridors and service areas neat at all times.
• Adhere to all company policies and procedures.
• Assist other Front Desk Personnel as needed.
• Perform any related duties as requested by supervisor/manager.

Requirements

• 1 year prior customer service experience preferred.
• Requires continual standing and movement throughout front office areas.

Schedule

• Part-time, 8-hour shift (3 pm – 11 pm); some AM shifts may be required.
• Weekends and holidays required.

Benefits

• 401(k) Retirement Plan: Eligible to participate after 1 year of service, having worked at least 1,000 hours and are 21 years of age or older; includes a 401(k) match to boost retirement savings.
• Employee Referral Program: Earn rewards when you refer friends or family.
• Travel Perks: Enjoy discounted room rates at Marriott properties worldwide.
• Daily Meals: Complimentary meals provided during your shift.