FRONT DESK AGENT

Texas Western Hospitality Group•Portland, TX

1d•Onsite

About The Position

The Front Desk Agent is the face of the hotel and plays a key role in delivering the high standards of service associated with the Marriott International brand. This position is responsible for providing exceptional guest service, ensuring efficient front desk operations, and creating a welcoming and professional environment for all guests.

Requirements

High school diploma or equivalent required
Strong communication and interpersonal skills
Basic computer skills
Ability to handle cash and credit transactions accurately
Strong organizational and multitasking abilities
Flexible schedule, including nights, weekends, and holidays
Ability to stand for extended periods
Ability to lift up to 25 lbs occasionally
Ability to perform light cleaning and laundry tasks

Nice To Haves

Hospitality experience preferred
Previous front desk or customer service experience is a plus
Hotel management system experience preferred

Responsibilities

Book guest reservations and coordinate with the reservation center as needed
Greet, register, and assign rooms in a prompt, friendly, and professional manner
Utilize up-selling techniques to maximize room rates and revenue
Prepare for group arrivals, departures, and VIP guests
Handle confidential guest information with integrity and discretion
Answer, screen, and route incoming calls; take accurate messages
Respond to guest inquiries regarding hotel services, amenities, and local attractions
Arrange transportation and provide directions or recommendations as needed
Promote hotel services, facilities, and upcoming events
Respond quickly and courteously to guest requests, concerns, and complaints
Resolve minor guest issues and escalate more complex concerns to management
Follow up to ensure complete guest satisfaction
Use problem-solving skills and sound judgment to address guest needs
Maintain a professional and friendly demeanor at all times
Perform check-in and check-out procedures, including processing payments
Handle departmental accounting, including cash, receipts, and guest accounts
Post charges, complete cashier reports, and prepare daily deposits
Balance cash drawers at the beginning and end of each shift
Complete daily reports, logs, and documentation accurately
Maintain a clean and organized front desk, lobby, and common areas
Replenish continental breakfast items and ensure cleanliness of the breakfast area
Perform laundry duties as assigned
Record and communicate important guest information in pass-on logs
Transmit and receive messages via phone, email, and hotel systems
Coordinate with housekeeping and maintenance to ensure room readiness
Support sales and marketing efforts as directed by the General Manager
Follow all Marriott brand standards, policies, and procedures
Maintain a professional appearance and uniform at all times
Assist in training new team members when needed
Support safety, security, and emergency procedures
Perform other duties as assigned by management