Front Desk Agent

Courtyard By Marriott Pasco, WA; Pasco (WA); On-site; USD 28,000 - 40,000; Full time

Job summary

Courtyard by Marriott Pasco, WA is seeking an enthusiastic Front Desk Agent to provide guest-focused service in a high-volume hotel environment. You will manage reservations, check-ins, and inquiries with a professional demeanor to ensure a high-quality guest experience.

The role requires strong communication, attention to detail, and the ability to multitask during varied shifts, including days, evenings, weekends, and holidays.

Qualifications

• Excellent communication skills and guest service focus.
• Ability to handle multiple tasks in a high-volume hotel setting.
• Strong listening and problem-solving abilities.

Responsibilities

• Assist guests with hotel reservations, registrations and billing.
• Use cash drawer accurately and balanced according to policy.
• Address guest questions, complaints or requests promptly and professionally.
• Secure reservations and drive revenue using hotel strategies.
• Ensure guest issues are resolved in a timely manner.
• Assist with luggage storage and delivery when requested.
• Analyze and organize reservations for current and future arrivals.
• Handle wake-up calls and route hotel calls professionally.
• Prepare daily records and print required documents.
• Check-in guests securely following identification and credit policies.
• Understand the property management system operations.
• Provide guests with information about facilities, local attractions, directions.
• Support hotel events to ensure guest satisfaction.
• Maintain front desk areas and communicate needs to other departments.

Skills

Guest service

Communication

Problem solving

Education

High School Diploma or equivalent

Job description

Courtyard by Marriott is seeking an enthusiasticindividual for a Front Desk Agent position who demonstrates ambition, dependability, professionalism and has a guest service driven attitude to join our team!

POSITION SUMMARY:

This position is a high-volume hotel guest contact position that requires attention to detail, strong listening abilities, problem solving, multitasking and efficient organization. As a professional Front Desk Agent it is crucial to work with a positive and guest focused mindset. This hotel position is an essential team member in assisting our hotel guests have the highest quality experience and representation while staying in our hotel facilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist guests with hotel reservations, registration and billing
• Use cash drawer accurately and efficiently; keep cash drawer balanced using company policy
• Assist guests promptly and accurately with questions, complaints or requests
• Assist in maximizing company revenue by securing reservations and sales using hotel strategies
• Ensure all guest problems are attended to and resolved within reason and in a timely manner
• Assist with package or luggage storage and delivery if requested
• Analyze and organize guest reservations for current day and future arrivals
• Analyze reservations for special requests, reservation errors and make corrections as needed
• Answering hotel phones promptly and professionally; route calls properly internally and externally of the hotel; schedule wake-up calls
• Complete daily checklists, organize paperwork and efficiently print necessary documents
• Check-in guests securely using all confidentiality, identification and credit policies
• Understand the operation of the property management system
• Provide guests general information concerning hotels facilities, functions, local attractions, contact info, directions to and from desired locations
• Assist with hotel events when in need to assure guest satisfaction
• Be proficient with property security, key control procedures, as well as fire, flood and weather-related safety procedures
• Complete all paperwork necessary for front desk operations including but not limited to: registration cards, folios, credit card authorization forms, cash reports, room reports, etc.
• Maintains cleanliness and order to the front office areas and lobby area
• Communicates accurate information to other departments such as such as house counts, room status, guest service requirements, work-orders, etc.
• Frequent contact with hotel guests and employees. Contact with vendors and or supplies
• Receive and sign for packages delivered to hotel
• Complete any hotel related task requested by direct manager or General manager

SCHEDULE REQUIREMENTS:

The best candidates will need to have flexible availability to work shifts that vary. This position includes working day shifts, evening shifts and on rare occasion night audit shifts. This position also includes working weekends and holidays.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent
• Excellent communication skills

ESSENTIAL PHYSICAL FUNCTIONS:

Must be able to sit or stand for long periods of time. Must be physically able to occasionally grasp, grip, pull, push, twist, turn and lift boxes, which average around 25-30 pounds each.