AM Front Desk Agent

Residence Inn Lafayette•Lafayette, IN

About The Position

The Front Desk Agent provides exceptional guest service throughout guests’ stays, with a primary focus on welcoming guests, managing smooth check-ins and check-outs, and responding to inquiries and issues in a friendly and efficient manner. The role handles reservations and payments, supports guest requests and transportation services, and shares information about the hotel and local area. The agent follows company procedures, maintains guest confidentiality and security, and contributes to a cooperative team environment. Pay is based on experience; Marriott experience is a plus.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Basic computer skills.
Knowledge of the hotel, its services, and the surrounding area.
Ability to stand for extended periods, up to 8 hours.
Ability to occasionally lift up to 15 lbs.
Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Nice To Haves

Prior experience in a customer service role.
Marriott experience.

Responsibilities

Greet and welcome guests upon arrival, creating a warm and positive first impression.
Register guests in the hotel system and verify reservation details, addresses, and payment information.
Promote and enroll guests in the hotel loyalty program and recognize members and their benefits.
Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
Assist with guest service requests, including issuing keys, managing safety deposit boxes, and posting miscellaneous charges.
Respond to guest complaints, offer solutions, and escalate issues as necessary.
Answer telephone calls courteously and provide accurate information and service.
Handle reservations efficiently and accurately.
Assist with hotel shuttle or transportation services.
Assist guests with luggage upon arrival and departure.
Assist with inventory for guest market orders.
Provide helpful information about the local area, hotel services, and amenities.
Manage requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
Be aware of and prepare for incoming VIP guests.
Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
Maintain a positive, cooperative attitude and communicate effectively with coworkers.
Handle and account for keys properly.
Follow emergency procedures and security policies.
Protect the confidentiality of guest room numbers.
Promote hotel amenities and upgrades to improve guest experiences and increase revenue.
Maintain a neat, clean, and well-groomed appearance in accordance with company standards.