Front Desk Agent

Marriott

2d•Onsite

About The Position

The Front Desk Agent is responsible for delivering a warm, professional, and efficient check-in and check-out experience while ensuring all Marriott Brand Standards are met. This role involves handling guest inquiries, payments, and reservations, managing overbooking situations, and maintaining accurate records in Opera PMS. Additionally, the Front Desk Agent is responsible for utilizing the GXP platform to monitor and respond to guest service issues and ensuring compliance with telephone etiquette and service recovery procedures.

Requirements

High school diploma or G.E.D. equivalent required.
At least 1 year of experience in hospitality, front desk, or customer service roles.
Strong Opera PMS skills for reservation management, room blocking, and billing adjustments.
Excellent verbal and written communication skills in English and Spanish (Papiamento and Dutch are a plus).
Ability to handle multiple tasks under pressure while maintaining a positive guest experience.
Strong problem-solving skills and ability to de-escalate guest complaints using the LEARN model.
Knowledge of Marriott Bonvoy membership levels and benefits to ensure proper guest recognition.
Availability to work rotating shifts, including nights, weekends, and holidays.
Ability to stand, walk, or sit for extended periods.
Ability to lift and move objects up to 10 pounds without assistance.

Nice To Haves

Experience with Opera PMS (preferred).
Experience with GXP platform (preferred).

Responsibilities

Process all guest check-ins, verifying reservations, assigning rooms, and issuing/activating room keys following Marriott Brand Standards.
Manage Mobile Check-In and Mobile Key, ensuring seamless integration with guest preferences.
Handle all types of payments (credit/debit cards, cash, checks, room charges) accurately and securely.
Process all check-outs, resolving disputes, handling late charges, and ensuring guest satisfaction before departure.
Anticipate and resolve overbooking situations by securing alternative accommodations when needed.
Greet guests warmly, using their name at least three times during interactions as per Marriott Brand Standards.
Ensure proper recognition and benefits application for Marriott Bonvoy members, following elite member handling protocols.
Proactively assist guests with special requests, including room preferences, late check-outs, and personalized experiences.
Apply the LEARN service recovery model: oListen to guest concerns attentively. oEmpathize with their situation. oApologize for any inconvenience. oResolve the issue efficiently. oNotify the appropriate departments and follow up.
Answer all incoming calls within three rings, using the approved Marriott greeting and tone of voice.
Confirm and repeat details of guest requests to ensure accuracy.
Follow proper escalation procedures for guest concerns that require management intervention.
Coordinate with Housekeeping to track real-time room status and ensure timely room readiness.
Run daily reports (arrivals, departures, VIP lists) and ensure accurate documentation of special requests.
Maintain a secure and accurate cash drawer, including counting and balancing funds at the beginning and end of shifts.
Follow Accounting procedures for reconciling and dropping receipts.
Document important details in shift logs/daily memo books for smooth inter-shift communication.
Monitor and respond to guest requests and complaints through GXP, ensuring timely resolution and proper follow-up.
Ensure that all reported issues meet Marriott’s GXP response time targets to maintain a green status in performance metrics.
Log and track guest feedback and escalations to improve overall service quality.
Report any accidents, injuries, or unsafe work conditions to management immediately.
Complete all required safety training and certifications as per Marriott Brand Standards.
Maintain a clean, professional, and well-groomed appearance according to the Marriott Uniform Program.