Lead Front Desk Agent

Marriott•Birmingham, AL

17d

About The Position

The Lead Front Desk Agent assists with guest payments and service concerns, processes check-ins and check-outs, and handles guest calls, messages, requests, questions, and concerns. The role coordinates with Housekeeping on room readiness, prepares and reviews daily arrival and departure reports, manages shift logs, and performs cash-handling and reconciliation duties. The position also assists management with training, motivating, and coaching employees, serving as a role model while maintaining service and quality standards. The role requires following company policies and safety procedures, maintaining a clean and professional appearance, protecting confidential information, anticipating guest needs, communicating professionally, and building positive working relationships. The agent may need to stand, sit, or walk for extended periods and handle objects weighing up to 10 pounds without assistance. Other reasonable duties may be assigned by Supervisors.

Requirements

At least 1 year of related work experience.
High school diploma or G.E.D. equivalent is listed as a preferred qualification.
Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
No supervisory experience is listed as required.
No license or certification is required.

Nice To Haves

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.

Responsibilities

Assist staff with expediting problem payments, such as credit card processing issues.
Follow up with guests regarding satisfaction with guest-related issues.
Process guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
Process payment types including room charges, cash, checks, debit, and credit.
Anticipate sold-out situations and obtain alternative accommodations when the property cannot accommodate guests with reservations.
Process guest check-outs, including resolving late and disputed charges.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Coordinate with Housekeeping to track room readiness for check-in.
Run daily arrival and departure reports, identify special requests, and check reports for accuracy.
Cash guests' personal checks and traveler's checks.
Review shift logs and daily memo books, and document pertinent information in logbooks.
Count the bank at the beginning and end of the shift.
Balance and drop receipts according to Accounting specifications.
Assist management in training, motivating, and coaching employees, and serve as a role model.
Report accidents, injuries, and unsafe work conditions to a manager; complete safety training and certifications.
Follow company policies and procedures, maintain a clean and professional uniform and appearance, and protect proprietary information.
Anticipate and address guest service needs; communicate clearly and professionally, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships and ensure adherence to quality expectations and standards.
Perform other reasonable job duties as requested by Supervisors.