Front Desk Agent - Marriott

Front Desk Agent – Marriott

DeFoor Hospitality Group

Responsible for managing the front desk area, including guest check‑in/out process, maintaining data on in‑house guests, tracking reservations, special requests, and answering guest calls.

• Ensure front desk operations are carried out within the systems and procedures required by brand‑specific standards.
• Working knowledge of all hotel systems including PBX phone system, key system, PMS reservation systems, and brand specific training.
• Knowledge of fire alarm system and evacuation procedures.
• Mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control.
• Must have good knowledge of surrounding area.
• Manage reservations and check‑ins to ensure the highest RevPAR.
• Must be responsible for security of guests, fellow employees, and hotel assets.
• Must perform any other required duties as requested by Supervisor to aid in better operation of the hotel, restaurant, lounge, and service to the guests.
• Keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, etc.
• Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group information, ensures follow‑through of all VIP and Tour VIP requests.
• Works with other staff to ensure awareness and compliance to all safety and security policies and procedures. Ensures employee and guest safety by participating in proper training and maintenance of equipment and work area.
• Balances PMS activity at the end of each shift and daily report as required.
• Never drops a deposit without a witness.
• Accurately counts and accounts for cash banks prior to and at the end of each shift.
• Immediately report any guest issues to the Manager on Duty.
• Does not participate in personal conversations either in person or on telephone or cell phone.
• Assist guest with luggage as needed.
• Well‑groomed and in uniform while on property.
• Does not eat, drink, or smoke in sight of a guest.

• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast‑paced changing environment.
• Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
• Excellent communication skills. Ability to convey information and ideas through writing, telephone and personal meeting situations; engaging the audience and helping them understand and retain the message.
• Must pose a passion to serve.
• Skilled at establishing effective relationships with customers and internal partners; requires effective reading, writing and oral comprehension.
• Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Must have a valid driver’s license and dependable transportation available.
• Must have an outgoing personality, be well organized, and detail oriented.
• Must be able to work a flexible schedule to include evenings, nights, weekends, and some holidays.
• Must have a good work ethic, be honest and work well with others.
• Must have good cash handling skills, able to make change, manage cash drawer.

• Prior customer service experience.

• None.

• Stand/walk on feet for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far.
• Finger dexterity to type, to write, and work on a computer.
• Must speak in a clear, understandable voice, hear at a basic level, and understand English.
• Must be able to bend, stretch arms overhead and lift and/or carry up to 30 pounds.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person…