Front Desk Agent

POSITION SUMMARY

The Front Desk Agent serves as a primary point of contact for hotel guests and is responsible for delivering a welcoming, professional, and efficient arrival, stay, and departure experience. This position handles guest registration, reservations, billing, guest requests, and communication with other departments while maintaining Marriott brand standards and hotel procedures.

ESSENTIAL JOB FUNCTIONS

· Welcome guests promptly and courteously and create a positive first impression of the hotel.

· Complete guest check-in and check-out accurately, including verifying reservations, confirming guest information, and issuing room keys.

· Review reservation details, room rates, payment methods, and stay information and explain hotel policies as needed.

· Process payments, deposits, adjustments, and guest folios accurately in accordance with established procedures.

· Answer telephone calls, respond to inquiries, and direct requests or messages to the appropriate person or department.

· Provide accurate information about hotel amenities, services, hours of operation, local attractions, and directions.

· Respond to guest concerns and service requests promptly, professionally, and with appropriate follow-up.

· Coordinate with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to communicate guest needs and room status.

· Maintain accurate guest records and protect confidential guest, payment, and hotel information.

· Follow procedures for room assignments, reservations, payment authorization, cash handling, and shift balancing.

· Monitor the front desk and lobby for cleanliness, safety, and a professional appearance; report issues to the appropriate department.

· Use hotel property-management systems and other approved technology to complete daily responsibilities.

· Communicate important guest information, unresolved issues, and operational updates during shift transitions.

· Follow emergency, safety, security, and incident-reporting procedures and promptly notify management of concerns.

· Maintain required uniform, grooming, attendance, and punctuality standards.

· Perform additional duties as assigned to support hotel operations.

QUALIFICATIONS

REQUIRED

· High school diploma or equivalent preferred.

· Strong customer service, communication, problem-solving, and organizational skills.

· Ability to use computers and learn hotel systems and standard office technology.

· Ability to handle guest information confidentially and process transactions accurately.

· Ability to remain professional and composed when handling multiple requests or guest concerns.

· Availability to work assigned shifts, including mornings, evenings, weekends, and holidays as business needs require.

PREFERRED

· Previous hotel, front desk, guest services, or customer service experience.

· Experience with a hotel property-management system and familiarity with Marriott brand standards.

· Additional language skills that support communication with hotel guests.

PHYSICAL REQUIREMENTS

· Frequently stand for extended periods and move throughout the hotel as needed.

· Ability to bend, reach, and handle materials used at the front desk.

· Ability to use a computer, telephone, and other standard office equipment.

· Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

WORK ENVIRONMENT

This position works primarily at the front desk, lobby, and other guest-facing areas of the hotel. The role involves frequent guest interaction, extended periods of standing or sitting, computer and telephone use, and occasional movement throughout the property.

SCHEDULE REQUIREMENTS

This position may be full-time or part-time and may be scheduled for shifts such as 7:00 AM – 3:00 PM or 3:00 PM - 11:00 PM, based on business needs. Availability for weekends, holidays, and schedule adjustments is required.

EQUAL OPPORTUNITY EMPLOYMENT

Milestone Hospitality Management is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, business needs, and individual performance without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

DISCLAIMER

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, assign, or remove duties as business needs require.

Pay: $16.00 per hour

Expected hours: 20.0 – 40.0 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Work Location: In person