Front Desk Agent

HEI Hotels & Resorts; San Diego (CA); On-site; USD 22,000 - 36,000; Full time

Benefits offered by this job

Medical & Dental benefits

Vacation & Holidays

Hotel Discounts

401(k) matching

Job summary

HEI Hotels & Resorts at Marriott La Jolla is seeking a Front Desk Agent to deliver warm, personalized service, ensure smooth check-in/check-out, and resolve guest concerns while supporting hotel operations.

Ideal candidates have strong communication, the ability to stay calm under pressure, basic computer skills, and prior customer service experience; bilingual skills are a plus. Open availability includes mornings, evenings, overnights, weekends, and holidays.

Qualifications

• High School Diploma or equivalent.
• Previous customer service experience.
• Strong verbal and written communication skills.
• Ability to remain calm and professional in fast-paced environments.
• Basic computer proficiency.

Responsibilities

• Welcome guests with warmth and professionalism during check-in and check-out.
• Verify guest information, room assignments, and payment methods.
• Resolve guest concerns with urgency and empathy; escalate when needed.
• Promote Marriott programs and partner with other departments to ensure seamless service.
• Maintain accurate guest records and ensure smooth hotel operations.

Job description

About Us

Surround yourself with modern comforts at the San Diego Marriott La Jolla. Our stylish hotel positions you near dazzling destinations including La Jolla Shores, Birch Aquarium, the University of California, San Diego and the beautiful Westfield UTC shopping mall. The San Diego Trolley line has been extended North and now stops right outside our hotel for commuting. Our associates enjoy daily free meals in our spacious associate cafeteria, and a monthly Town Hall/luncheon in our ballroom with special delights from our Chef and games and prizes. We also offer free parking on site and hotel discounts with all Marriott brands worldwide. Join our commitment to our community with one of our monthly volunteer activities throughout the city. Come see us today to learn more!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Salary Range: $26.50 - $26.50 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

At Marriott La Jolla, our Front Desk Agents create the first and last impression of the guest experience. This role is responsible for delivering warm, personalized service while ensuring efficient check-in and check-out experiences, resolving guest concerns, promoting Marriott programs, and supporting the overall success of hotel operations. We are seeking hospitality professionals who are guest focused, service driven, and committed to creating memorable experiences while maintaining operational excellence.

Guest Experience

• Welcome guests with warmth, professionalism, and genuine hospitality.


• Create positive first impressions during check-in and lasting final impressions during departure.


• Anticipate guest needs and proactively identify opportunities to enhance the guest experience.


• Deliver service consistent with Marriott's commitment to "Wonderful Hospitality, Always."


• Promote Marriott Bonvoy membership and other brand initiatives.

Front Desk Operations

• Complete guest arrivals and departures accurately and efficiently.


• Verify guest information, room assignments, payment methods, and special requests.


• Process room charges, payments, adjustments, and guest transactions in accordance with hotel procedures.


• Manage room inventory and assign accommodations based on guest preferences and operational needs.


• Maintain accurate guest records and reservation information.

Service Recovery & Problem Resolution

• Respond to guest concerns with urgency, professionalism, and empathy.


• Research issues, identify solutions, and take appropriate action to resolve concerns.


• Escalate operational issues appropriately while maintaining guest confidence and satisfaction.


• Partner with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.

Team & Culture

• Support a positive and collaborative work environment.


• Demonstrate flexibility and willingness to assist operational needs across the hotel when appropriate.


• Participate in training, coaching, and development opportunities.


• Maintain professional relationships with guests, associates, and leaders.

QUALIFICATIONS

Required

• High School Diploma or equivalent.


• Previous customer service experience.


• Strong verbal and written communication skills.


• Ability to remain calm and professional in fast-paced environments.


• Basic computer proficiency.

Preferred

• Previous hotel or hospitality experience.


• Marriott experience.


• Experience working in a high-volume guest service environment.


• Bilingual skills are a plus.

IDEAL CANDIDATE

The ideal candidate is someone who:

• Enjoys interacting with people and creating memorable guest experiences.


• Takes ownership of guest concerns and follows through on commitments.


• Maintains a positive attitude during busy operational periods.


• Demonstrates professionalism, reliability, and accountability.


• Thrives in a team environment while remaining self-motivated.


• Understands that every interaction impacts guest satisfaction and hotel performance.

SCHEDULE & AVAILABILITY

This position requires open availability and may include:

• Morning, evening, overnight, weekend, and holiday shifts.


• Overtime as business needs require.


• Flexibility to support operational demands during peak occupancy periods and special events.

PHYSICAL REQUIREMENTS

• Ability to perform the essential functions of the position with or without reasonable accommodation.


• Ability to remain in a stationary position and/or move throughout guest service areas as needed to support hotel operations.


• Ability to operate computers, phones, and other standard office and hotel equipment.


• Ability to occasionally move, transport, or lift items weighing up to 25 pounds.

Why Marriott La Jolla?

At Marriott La Jolla, we are building a culture centered on guest satisfaction, teamwork, accountability, and professional growth. We are looking for associates who are passionate about hospitality and committed to delivering exceptional service every day.

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other legally protected characteristic.

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.


• Vacation, Sick and Holiday programs.


• Pet insurance through the ASPCA.


• Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.


• 401(k) Savings Plan with matching funds.


• Discounts through our 'YouDecide' and Hotel Room Discount programs.

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.