Front Desk Agent

Marriott•Washington, DC

About The Position

The Front Desk Agent handles guest arrivals and departures, including confirming reservations, assigning rooms, issuing and activating room keys, processing payments, and resolving late or disputed charges. The role responds to and processes guest calls, messages, requests, questions, and concerns; coordinates room readiness with Housekeeping; communicates parking procedures; and dispatches bell or valet staff as needed. The agent provides directions and information about the property and local attractions, reviews daily arrival and departure reports and special requests for accuracy, completes cashier and closing reports, cashes personal and traveler’s checks, counts the shift bank, and balances and drops receipts according to Accounting specifications. The position follows company safety, security, and other policies; reports accidents, injuries, and unsafe conditions; maintains a clean and professional appearance; protects confidential information and company assets; and provides courteous, attentive guest service. The agent communicates professionally, maintains positive working relationships, and complies with quality assurance expectations. The role may also include other reasonable duties requested by supervisors. The Ritz-Carlton describes its service standards as the “Gold Standards,” including its Employee Promise, Credo, and Service Values.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
No related work experience is listed as preferred.
No supervisory experience is listed as preferred.
No license or certification is listed.

Nice To Haves

High school diploma or G.E.D. equivalent.

Responsibilities

Process guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
Process payments, including room charges, cash, checks, debit cards, and credit cards.
Process check-outs and resolve late or disputed charges.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Coordinate with Housekeeping to track room readiness for check-in.
Communicate parking procedures to guests and visitors, and dispatch bell or valet staff as needed.
Provide guests with directions and information about the property and local areas of interest.
Run daily arrival and departure reports, identify special requests, and check reports for accuracy.
Complete cashier and closing reports in the computer system.
Cash guests’ personal checks and traveler’s checks; count the bank at the beginning and end of the shift; and balance and drop receipts according to Accounting specifications.
Follow safety, security, and company policies and procedures, and report accidents, injuries, and unsafe work conditions to a manager.
Maintain a clean and professional uniform and appearance, protect confidential information and company assets, and meet quality assurance standards.
Welcome and acknowledge guests, anticipate and address their 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.
Perform other reasonable job duties as requested by supervisors.