Front Desk Agent

Marriott•Willow Grove, PA

About The Position

The Front Desk Agent, described in the posting as a Guest Experience Specialist, takes ownership of the guest experience throughout the hotel with a guest-first mindset. The role goes beyond traditional front desk duties and includes operational tasks, responding to guest requests, completing reports, and sharing information about the property and local area. The specialist is expected to help make guest transactions part of a memorable stay. The position handles check-ins and check-outs, reservations and guest account payments, guest communications and requests, cashiering and reports, and information about hotel amenities and local attractions. It also requires following company policies and quality standards, maintaining confidentiality and protecting company assets, presenting a professional appearance and communicating clearly, and supporting the team. The posting states that the hotel is owned and operated by NewcrestImage Management, an independent franchisee and separate employer from Marriott International, Inc.; employment policies and terms are controlled by the franchisee.

Requirements

Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Ability to communicate clearly and professionally and use appropriate telephone etiquette.
Ability to maintain a clean, professional uniform and appearance and comply with company policies and quality standards.

Responsibilities

Organize, confirm, process, and conduct guest check-ins and check-outs, room reservations, requests, changes, and cancellations.
Secure payments, verify and adjust billing, activate and file room keys, and process payment types, vouchers, paid-outs, corrections, miscellaneous charges, and change.
Process guest requests and relay messages; accept and record wake-up call requests and deliver them to the appropriate department.
Print contingency lists to maintain a record of guests in case of emergency.
Explain room features and provide directions and information about property amenities, services, hours of operation, and local areas of interest.
Follow up on outstanding requests or problems from the previous day and ensure they are resolved.
Run and review daily reports and logs, and complete designated cashier and closing reports in the computer system.
Count and secure the bank at the beginning and end of the shift.
Notify Loss Prevention or Security of guest reports of theft.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to a manager; maintain confidentiality; and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, answer telephones using appropriate etiquette, and maintain positive working relationships while supporting team goals.
Comply with quality assurance expectations and standards and maintain a clean, professional uniform and appearance.
Stand, sit, or walk for extended periods and perform other reasonable job duties as requested by supervisors.