Full Time Front Desk Agent - Marriott Colorado Springs

Pyramid Global Hospitality•Colorado Springs, CO

8d•Onsite

About The Position

The Front Desk Agent is typically the first and last person a guest sees upon entering and leaving the hotel. This role is crucial for ensuring every guest interaction is positive, from answering questions to solving problems and making guests feel genuinely cared for. The position requires a highly motivated, people-first individual who excels at connecting with people, remains calm under pressure, and is dedicated to improving the guest experience. As the face of the hotel, the Front Desk Agent sets the tone for the guest's stay and has the power to transform an ordinary stay into a memorable one. This role also offers significant opportunities for growth within the organization, with a focus on developing employees and promoting from within.

Requirements

Genuinely engaging and warm personality.
Passion for connecting with people from all walks of life and all parts of the world.
Outstanding customer service skills and a natural instinct for anticipating guest needs.
Calm, resourceful approach to problem solving.
Strong communication skills, both verbal and written, including a clear and professional phone presence.
Knowledge of emergency procedures and ability to remain composed and decisive under pressure.
Commitment to accuracy in financial transactions and cash handling procedures.
Solid basic math skills and comfort using a calculator to perform moderately complex calculations without error.
Flexibility to work varying shifts including mornings, evenings, weekends, and holidays.
High school diploma or equivalent required.
Previous experience in a guest-facing customer service role is preferred.
Experience handling cash and processing financial transactions accurately.
Comfortable working in a fast-paced, high-volume environment for the duration of a shift.
Basic mathematical proficiency and comfort with a calculator for moderately complex calculations.
Knowledge of emergency procedures and hotel safety protocols, or willingness to learn.
Ability to stand and remain active throughout the shift.
Flexible availability including evenings, weekends, and holidays.
A professional appearance and demeanor that reflects the quality of the Marriott brand.

Nice To Haves

Some college or hospitality education.
Hotel front desk experience is a strong plus.
Bilingual communication skills.

Responsibilities

Greeting every guest immediately with a warm, sincere, and professional welcome.
Completing the check-in and check-out process efficiently and accurately, including inputting and retrieving guest information, confirming room rates and preferences, coding electronic keys, and providing welcome packets.
Verifying and processing credit cards, handling cash, balancing an assigned house bank, and accurately performing moderately complex mathematical calculations throughout the shift.
Accepting and recording various forms of payment including vouchers, traveler’s checks, and foreign currency at current posted rates.
Posting charges to guest rooms and house accounts using the property management system.
Answering the phone promptly and professionally, retrieving and communicating guest messages, and handling requests for mail, packages, and faxes.
Promoting the hotel’s marketing programs and loyalty offerings.
Fielding guest concerns and complaints with patience, empathy, and a genuine commitment to finding a solution.
Remaining calm, composed, and solutions-focused during high-volume periods and emergency situations.
Negotiating appropriate recovery solutions for guests when something does not go as planned.
Maintaining a thorough knowledge of hotel outlet hours, local attractions, and property amenities.
Supporting PBX operators and reservations agents as directed by leadership.

Benefits

Exclusive discounts on room rates and experiences across our award-winning hotel portfolio.
Comprehensive health insurance plans including mental wellbeing support for you and your loved ones.
Pet insurance for the four-legged members of your family.
Competitive finance and retirement solutions.
Performance-based incentives and bonuses.
Generous paid time off.
Exciting associate perks and discounts.
Skill-enhancing job training from day one.
Educational opportunities to support your long-term career growth.
A genuine commitment to work-life balance.
Real pathways for career advancement within our organization.