Front Desk Agent

Residence Inn by Marriott (Crestline Hotels and Resorts)•Marlborough, MA

15d•$17 - $17

About The Position

The Front Desk Agent assists hotel guests with check-in and check-out, answers and processes incoming phone calls, and handles guest requests for services or information according to standard policies and procedures. The role supports guest satisfaction and positive guest relations while maintaining knowledge of hotel services, rates, occupancy, arrivals, departures, and scheduled group activities. It also involves handling guest payments and records, coordinating with other hotel departments, and processing front desk transactions.

Requirements

High school graduate or General Education Degree (GED).
One year of previous experience in a similar position in a hotel.
Basic computer skills.

Responsibilities

Resolve guest complaints and ensure guest satisfaction.
Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Maintain positive guest relations.
Maintain current knowledge of hotel features and services, operating hours, room rates, special packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank and ensure the accuracy of contracted monies; keep the bank secure.
Answer department telephone calls within three rings using the correct greeting and telephone etiquette.
Process guest check-ins and verify registration card information with guests.
Obtain backup information for guest credit or payment methods and enter it into the system; collect cash when designated.
Direct the Bell Person to escort guests and transport luggage to rooms.
Handle overbooked or walked-in guests.
Accept and record wake-up call requests.
Monitor, send, and distribute guest faxes.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve room-status report discrepancies with Housekeeping.
Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
Process guest check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.