Front Desk Agent

Position Overview

Moxy Minneapolis Uptown is seeking an outgoing, dependable, and guest-focused Front Desk Agent to join our team. At Moxy, the front desk experience is a little different from a traditional hotel. Our team members help create an energetic, welcoming environment while providing efficient and professional service throughout the guest's stay.

The Front Desk Agent is responsible for assisting guests with check-in and check-out, reservations, questions, requests, and concerns while maintaining Marriott and hotel service standards. This position plays an important role in creating a positive first and last impression of the hotel.

Essential Duties & Responsibilities

• Welcome and engage guests in a friendly, professional, and approachable manner.
• Complete guest check-ins and check-outs accurately and efficiently.
• Verify guest identification, payment methods, deposits, and reservation information in accordance with hotel policies.
• Assist guests with questions regarding the hotel, local attractions, transportation, dining, parking, and the surrounding Minneapolis area.
• Answer incoming telephone calls and respond to guest requests in a timely and professional manner.
• Process reservations, room changes, extensions, cancellations, and other reservation-related requests.
• Maintain accurate guest accounts and folios, including room charges, payments, adjustments, and incidental deposits.
• Follow Marriott Bonvoy procedures and recognize members according to applicable brand standards.
• Respond to guest concerns and service issues with empathy and professionalism, escalating situations to management when necessary.
• Communicate guest requests and maintenance or housekeeping concerns to the appropriate department and follow up when necessary.
• Maintain awareness of hotel occupancy, room availability, arrivals, departures, special requests, and hotel events.
• Work closely with Housekeeping, Maintenance, Sales, and other departments to ensure a smooth guest experience.
• Follow hotel procedures regarding guest privacy, room keys, credit card security, cash handling, and confidential information.
• Maintain a clean, organized, and welcoming front desk and lobby environment.
• Complete assigned shift checklists, reports, and other front office responsibilities.
• Follow all hotel safety, emergency, security, and loss-prevention procedures.
• Perform additional duties as assigned by hotel management.

Qualifications

• Previous hotel, hospitality, retail, restaurant, or customer service experience preferred but not required.
• Strong customer service and communication skills.
• Comfortable interacting with a wide variety of guests and handling challenging situations professionally.
• Ability to multitask and remain organized in a fast-paced environment.
• Dependable and punctual with the ability to work independently when necessary.
• Basic computer skills and ability to learn hotel property-management and reservation systems.
• Ability to handle guest payments and confidential information accurately and responsibly.
• Must be able to communicate effectively in English with guests, coworkers, and management.

Schedule & Availability

Hotel operations run 24 hours a day, seven days a week. Front Desk Agents must have flexibility based on business needs. Availability may include:

• Morning and evening shifts
• Weekends
• Holidays
• Special events and high-occupancy periods

Reliable attendance and punctuality are essential functions of this position.

Physical Requirements

This position requires the ability to stand and move throughout the front desk and lobby area for extended periods. Team members may occasionally be required to lift, carry, push, or move items associated with normal hotel operations.

What We're Looking For

The ideal Front Desk Agent enjoys working with people and understands that great hospitality is about more than completing a transaction. We're looking for someone who can bring personality to the guest experience while still maintaining professionalism, accuracy, and consistency.

Moxy Minneapolis Uptown has a social, energetic atmosphere, and our Front Desk Agents should be comfortable engaging with guests while adapting their approach to each individual's needs.