Front Desk Agent

Holiday Inn Across from Universal • Orlando, FL

28d • Onsite

About The Position

The Front Desk Agent is the first point of contact for guests. You’ll manage check-in/out, handle inquiries and payments, coordinate with other departments, and resolve issues quickly—delivering a smooth, professional arrival-to-departure experience.

Requirements

• Prior front desk, customer service, or hospitality experience preferred (will train strong service-minded candidates).
• Comfortable with computers and POS/PMS systems; typing and multitasking skills required.
• Excellent communication, professionalism, and conflict-resolution skills; reliable and detail-oriented.
• Flexible schedule availability (days/evenings/overnights, weekends, holidays as needed).
• Must meet background and work authorization requirements.

Nice To Haves

• Marriott experience is preferred.
• Bilingual a plus.

Responsibilities

• Guest Service: Greet every guest warmly; process check-ins/outs, room assignments, and special requests/VIPs.
• Accuracy & Controls: Verify ID and payment, obtain authorizations, maintain folio accuracy, and follow cash-handling, PCI, and key-control procedures.
• Communication: Answer phones/emails promptly; provide clear information about property amenities, local area, and transportation.
• Problem Resolution: Address concerns with empathy and urgency; escalate when needed; document incidents and follow up.
• Coordination: Work with Housekeeping/Engineering on room readiness and service recovery; communicate early arrivals/late checkouts.
• Technology: Operate PMS/POS/payment terminals; run end-of-shift reports and reconcile drawers.
• Sales Mindset: Thoughtfully upsell room types and amenities; promote on-site outlets and local partners.
• Compliance & Standards: Uphold service, privacy, ADA, safety, and brand/company policies; maintain a clean, organized lobby/work area.
• Other Duties: Support Night Audit and other departments as needed; complete daily checklists and training assignments.

Benefits

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees