Front Desk Agent

Pacific Hospitality Group • Phoenix, AZ

12d

About The Position

The Front Desk Guest Services Agent creates a positive experience for guests by providing professional, pleasant service and ensuring smooth, efficient check-in and check-out. The role extends beyond traditional front desk duties: the agent takes ownership of the guest experience throughout the hotel, responds to guest needs, handles operational tasks and reports, and shares information about local attractions. The position calls for a guest-first mindset and the initiative to make routine transactions part of a memorable stay.

Requirements

• Willingness to work weekends and holidays.
• Ability to interact with associates, leadership, hotel guests, and vendors.
• Ability to stand for an 8-hour shift.
• Ability to work semi-independently and under minimal supervision while following AC Hotel Tempe standards.
• Intermediate computer skills and knowledge of Microsoft Excel.
• Fluency in reading, writing, and speaking English, including the ability to understand instructions and safety rules and communicate with guests.
• Ability to count cash and make change.
• Effective communication skills with the public and other associates.
• High school diploma or GED, or an equivalent combination of education and experience.
• Two or more years of related experience and/or training.
• Excellent customer service and communication skills to resolve problems or complaints and provide a high level of guest satisfaction across varied social, cultural, economic, and educational backgrounds.
• Ability to use mathematics to solve problems.
• Ability to maintain a clean appearance and professional demeanor.

Nice To Haves

• One to two years of customer service experience, preferably in hospitality.
• Experience with the AC Hotel by Marriott brand.
• Ability to use computers programmed with accounting software to record, store, and analyze information.
• Logic and reasoning skills to evaluate alternative solutions and approaches to problems.
• Attention to detail and the ability to solve problems and remain calm and alert with difficult guests, during busy periods, or in emergencies.
• Ability to work independently with minimal guidance and as part of a team.

Responsibilities

• Greet all guests with a warm welcome.
• Check guests in and out and assign rooms.
• Answer telephones and take messages when needed.
• Make, confirm, or cancel guest reservations as needed.
• Assist guests who request shuttle services.
• Compute bills and collect guest payments.
• Replenish the computer paper supply.
• Assist Night Audit team members with posting and balancing shift work.
• Attend meetings as requested or assigned.
• Complete special projects assigned by management.
• Deliver guest services and respond to requests with a guest-first mindset.
• Complete required training as scheduled.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED