Full Time Front Desk Agent - Marriott Colorado Springs

Pyramid Global Hospitality•Colorado Springs, CO

5d•Onsite

About The Position

The Front Desk Agent is the first and last person a guest sees, playing a crucial role in every aspect of a guest's experience. This position is responsible for answering questions, solving problems, and ensuring guests feel genuinely cared for. The role is the heartbeat of hospitality, requiring someone who understands its importance and takes pride in it. The Marriott Colorado Springs, part of Pyramid Global Hospitality, is seeking a highly motivated, people-first Front Desk Agent. This role is ideal for someone who enjoys connecting with people, remains calm under pressure, and is dedicated to exceeding guest expectations. The Front Desk Agent is the face of the hotel, setting the tone from the first interaction and transforming ordinary stays into memorable experiences. Working in a dynamic, fast-paced environment, the agent will handle guest arrivals and departures, resolve concerns with professionalism, manage financial transactions accurately, and ensure guest satisfaction. This position offers significant growth opportunities within the organization, as Pyramid Global Hospitality believes in developing and promoting from within.

Requirements

High school diploma or equivalent required; some college or hospitality education is a plus.
Previous experience in a guest-facing customer service role is preferred; hotel front desk experience is a strong plus.
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, as this role requires continual movement throughout the front office area.
Flexible availability including evenings, weekends, and holidays.
A professional appearance and demeanor that reflects the quality of the Marriott brand.
Bilingual communication skills are a plus but not required.
A genuinely engaging and warm personality; you make people feel at ease the moment you interact with them.
A real 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 what guests need before they have to ask.
A calm, resourceful approach to problem solving; when things go sideways, you are the person who finds a way forward.
Strong communication skills, both verbal and written, including a clear and professional phone presence.
Knowledge of emergency procedures and the ability to remain composed and decisive under pressure.
A 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.
Proficiency or ability to quickly learn hotel property management and computer systems.
A team-first attitude and a willingness to step in wherever the operation needs you.

Nice To Haves

Some college or hospitality education.
Previous experience in a guest-facing customer service role.
Hotel front desk experience.
Bilingual communication skills.

Responsibilities

Greeting every guest immediately with a warm, sincere, and professional welcome that sets the tone for their entire stay.
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 with all relevant materials.
Verifying and processing credit cards, handling cash, balancing an assigned house bank, and accurately performing moderately complex mathematical calculations throughout the shift.
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 and making thoughtful room selections based on individual guest needs.
Fielding guest concerns and complaints with patience, empathy, and a genuine commitment to finding a solution; taking ownership of challenges and following through until the guest is satisfied.
Remaining calm, composed, and solutions-focused during high-volume periods and emergency situations, using good judgment and discretion to navigate complications.
Negotiating appropriate recovery solutions for guests when something does not go as planned, including authorizing revenue allowances when warranted.
Operating the fax machine, photocopier, and other front office equipment as needed.
Summoning bell staff to escort guests to their rooms when appropriate.
Providing safety deposit box access for guests and maintaining accurate records.
Maintaining a thorough knowledge of hotel outlet hours, local attractions, and property amenities so every guest question gets a helpful, accurate answer.

Benefits

Comprehensive health insurance plans, including options for mental wellbeing support for you and your loved ones.
Exclusive discounts on room rates and experiences at our award-winning hotel portfolio.
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.
Real pathways for career advancement within our organization.
On-site wellness programs.
Local discounts.
Employee rates on hotel stays.