Front Desk

Residence Inn Hunstville; Huntsville (AL); On-site; USD 19,000 - 25,000; Full time

Job summary

Residence Inn Huntsville in Alabama is seeking a enthusiastic PM Front Desk Agent to join our hospitality team. The role centers on welcoming guests, handling check-ins/outs, reservations, and guest concerns during the evening shift.

You will interact with guests, promote Marriott Bonvoy benefits, and ensure accurate billing and smooth operations using Marriott's FOSSE system. A strong hospitality mindset is essential.

Qualifications

• Previous hotel front desk or guest services experience preferred.
• Experience with Marriott FOSSE is highly desirable.
• Strong written and verbal communication skills.
• Excellent interpersonal, organizational, and multitasking abilities.
• Ability to work the 3:00 PM – 11:00 PM shift, including weekends and holidays.
• Basic knowledge of reservations, payment processing, and guest billing.

Responsibilities

• Greet guests with hospitality and professionalism.
• Process check-ins, check-outs, reservations, and modifications using Marriott's FOSSE system.
• Verify guest IDs, payments, and reservation details upon arrival.
• Answer calls within three rings using hotel etiquette.
• Respond to inquiries and resolve guest issues promptly.
• Coordinate with housekeeping to prepare rooms for arrivals.
• Maintain lobby and front desk areas, supplies, and safety.

Skills

Front desk operations

Customer service

Marriott FOSSE

Communication

Problem solving

Teamwork

Tools

FOSSE system

Job description

Residence Inn by Marriott in Huntsville, Alabama, is seeking an enthusiastic, dependable, and guest-focusedPM Front Desk Agent to join our hospitality team.

The PM Front Desk Agent plays a vital role in delivering exceptional guest experiences during one of the hotel's busiest operational periods. This individual is responsible for managing guest arrivals, processing reservations, addressing guest concerns, maximizing revenue opportunities, and ensuring the hotel operates efficiently throughout the evening.

As the primary point of contact for arriving and in-house guests, the ideal candidate must demonstrate professionalism, excellent communication skills, strong problem-solving abilities, and a genuine passion for hospitality.

Our goal is simple:Create exceptional guest experiences while maintaining the highest standards of Marriott hospitality.

Key ResponsibilitiesFront Desk Operations & Guest Services

• Welcome and greet every guest with genuine hospitality, professionalism, and enthusiasm.

• Process guest check-ins, check-outs, room assignments, and reservation modifications using Marriott's FOSSE property management system.

• Verify guest identification, payment methods, and reservation details upon arrival.

• Answer incoming telephone calls within three rings using approved hotel telephone etiquette.

• Respond promptly to guest inquiries, requests, and complaints while ensuring satisfactory resolutions.

• Maintain accurate guest information, room assignments, and reservation records.

• Monitor hotel occupancy, room availability, and guest arrivals throughout the shift.

• Coordinate with housekeeping to ensure rooms are clean, inspected, and ready for guest arrivals.

• Communicate maintenance concerns promptly and document necessary service requests.

• Maintain a professional, organized, and welcoming front desk and lobby environment.

Marriott Bonvoy & Guest Satisfaction

• Recognize Marriott Bonvoy members and provide appropriate benefits based on membership status.

• Actively promote Marriott Bonvoy enrollment opportunities and achieve established enrollment goals.

• Provide personalized service to enhance guest satisfaction and loyalty.

• Proactively address guest concerns before they escalates into formal complaints.

• Support hotel initiatives designed to improve Guest Satisfaction Survey (GSS) scores.

• Demonstrate Marriott's service standards in every guest interaction.

Revenue Management & Financial Accountability

• Process guest payments, deposits, authorizations, and incidental charges accurately.

• Maintain proper cash-handling procedures and financial accountability.

• Verify billing information and ensure accurate charges are posted to guest folios.

• Identify opportunities to maximize room revenue through room upgrades and approved upselling initiatives.

• Monitor reservation changes, cancellations, no-shows, and room availability.

• Support management's occupancy, Average Daily Rate (ADR), and revenue goals.

• Assist with direct billing and corporate reservations as directed by management.

Evening Operations & Shift Responsibilities

• Review the daily arrivals list, VIP reservations, Marriott Bonvoy elite arrivals, and special requests.

• Ensure all arriving guests receive timely and efficient check-in service.

• Monitor guest requests and coordinate their completion with appropriate departments.

• Assist in maintaining the cleanliness and presentation of the lobby, front desk, market area, and public spaces.

• Monitor and restock the hotel's market and front desk supplies as needed.

• Assist with guest amenities and operational needs during the evening.

• Maintain hotel security by monitoring unusual activity and following established safety procedures.

• Complete all assigned PM shift duties and operational checklists.

• Prepare accurate shift reports and communicate unresolved issues to the Night Auditor.

• Ensure a smooth and organized transition to the overnight shift.

Qualifications & Requirements

• Previous hotel front desk, customer service, or hospitality experience preferred.

• Experience with Marriott FOSSE is highly desirable.

• Strong written and verbal communication skills.

• Excellent interpersonal, organizational, and multitasking abilities.

• Ability to remain calm and professional in high-pressure situations.

• Basic knowledge of hotel reservations, payment processing, and guest billing.

• Proficiency in computers and basic office applications.

• Must demonstrate punctuality, reliability, and a strong work ethic.

• Ability to work independently while contributing to a team-oriented environment.

• Must be available to work the3:00 PM – 11:00 PM shift, including weekends and holidays as scheduled.

• Ability to stand for extended periods and perform essential front desk duties, with reasonable accommodations as required.

Performance Expectations

At Residence Inn by Marriott Huntsville, every team member contributes directly to the hotel's operational success.

The PM Front Desk Agent is expected to demonstrate excellence in the following areas:

1. Exceptional Guest Service
Deliver consistently positive guest experiences while maintaining professionalism and Marriott service standards.

2. Operational Accuracy
Maintain accurate reservations, billing records, payment transactions, and guest information.

3. Marriott Bonvoy Enrollment
Actively promote loyalty enrollment and provide proper recognition to existing members.

4. Guest Satisfaction
Proactively resolve guest concerns and support the hotel's guest satisfaction improvement initiatives.

5. Team Communication
Maintain effective communication with housekeeping, engineering, management, and overnight associates.

6. Accountability & Dependability
Arrive on time, maintain proper attendance, complete shift responsibilities, and follow all established hotel procedures.

7. Revenue Awareness
Support hotel financial goals through accurate billing, responsible inventory management, and approved revenue-generating opportunities.

Our Commitment to Excellence

At Residence Inn by Marriott Huntsville, we believe great hospitality begins with a strong team.

We are building a culture centered onaccountability, integrity, teamwork, professionalism, and exceptional guest service.

Our PM Front Desk Agent is more than someone who checks guests into rooms. This individual serves as an ambassador of our property, helping create memorable experiences that encourage guests to return.

Why Join Our Team?

We offer an opportunity to become part of a growing hospitality team dedicated to operational excellence, professional development, and career advancement.

Join Residence Inn by Marriott Huntsville—where hospitality meets excellence, and every guest experience matters.

Residence Inn by Marriott is an Equal Opportunity Employer. Employment decisions are made without regard to legally protected characteristics.

Source: Hospitality Online