Full Time Front Desk Agent - Marriott Colorado Springs

Pyramid Global Hospitality•Colorado Springs, CO

1d•Onsite

About The Position

The Front Desk Agent is the first and last point of contact for hotel guests and helps shape their overall stay through warm, professional service and effective problem solving. The role is based at the Marriott Colorado Springs and includes opportunities for professional growth and advancement within Pyramid Global Hospitality. The agent welcomes guests, processes check-ins and check-outs, manages guest information and payments, posts room and house-account charges, responds to calls and messages, and explains hotel amenities and local attractions. The position also involves addressing guest concerns, finding appropriate service-recovery solutions, maintaining composure during busy periods and emergencies, promoting hotel marketing and loyalty programs, and supporting PBX operators and reservations agents as directed.

Requirements

High school diploma or equivalent.
Experience handling cash and processing financial transactions accurately.
Basic mathematical proficiency and comfort using a calculator for moderately complex calculations.
Ability to work in a fast-paced, high-volume environment throughout a shift.
Knowledge of emergency procedures and hotel safety protocols, or willingness to learn.
Ability to stand and remain active throughout the shift.
Flexible availability for varying shifts, including evenings, weekends, and holidays.
Professional appearance and demeanor reflecting the Marriott brand.
Strong verbal and written communication skills, including a clear and professional phone presence.
Outstanding customer-service skills, a warm and engaging personality, and a calm, resourceful approach to problem solving.

Nice To Haves

Some college or hospitality education.
Previous experience in a guest-facing customer-service role; hotel front desk experience is a strong plus.
Bilingual communication skills.

Responsibilities

Greet guests promptly with a warm, sincere, and professional welcome.
Process check-ins and check-outs, including entering and retrieving guest information, confirming rates and preferences, coding electronic keys, and providing welcome packets.
Verify and process credit cards, handle cash, balance an assigned house bank, and perform moderately complex calculations accurately.
Accept and record payments such as vouchers, traveler’s checks, and foreign currency at current posted rates.
Post charges to guest rooms and house accounts using the property management system.
Answer the phone professionally, retrieve and communicate guest messages, and handle requests for mail, packages, and faxes.
Promote hotel marketing programs and loyalty offerings.
Respond to guest concerns and complaints with patience and empathy, and identify solutions.
Remain calm and solutions-focused during high-volume periods and emergency situations.
Negotiate appropriate guest-recovery solutions when service does not go as planned.
Maintain knowledge of hotel outlet hours, local attractions, and property amenities.
Support PBX operators and reservations agents as directed by leadership.