Front Desk Talent

Aloft Hotels; Wilmington (NC); On-site; USD 17,000 - 22,000; Full time

Job summary

Aloft Wilmington Coastline Center is hiring a Front Desk Agent to deliver outstanding guest service at the main point of contact for guests. You will handle check-ins and check-outs, manage reservations, and assist guests with information about rooms, rates, and hotel amenities.

The role requires strong customer service skills, computer literacy, and the ability to work weekends and holidays. You will coordinate with housekeeping and respond to guest needs while maintaining Marriott standards.

Qualifications

• Previous hotel and Marriott-specific experience preferred.
• Must be available on holidays and weekends.
• Previous customer service experience required.
• Must have computer knowledge (Excel, Windows).
• Be aware of Marriott SOPs and Quality Assurance requirements.

Responsibilities

• Perform all check-in and check-out tasks.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and dates).
• Welcome guests on arrival and assign rooms
• Provide information about our hotel, rates and amenities.
• Respond to guests' complaints professionally and promptly.
• Coordinate with housekeeping to ensure rooms are clean and ready.
• Confirm group reservations and arrange services for VIPs and events.
• Upsell facilities and services when appropriate.
• Maintain records of bookings and payments.
• Handle accurate bank counts and shift information transfer.
• Fulfill other requests from managers.

Skills

Customer service

Computer skills

Weekend/holiday availability

Education

Alcohol awareness training certification

Tools

Excel

Job description

At Aloft Wilmington Coastline Center, we pride ourselves on delivering outstanding guest experiences in a welcoming and team-driven environment. Every member of our staff plays a vital role in making our hotel a place guests want to return to -- and it all starts at the front desk.

Essential Functions:

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to clients' complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments
• Responsible for accurate bank counts and dissemination of information from one shift to another
• Any other requests from managers

Requirements:

• Previous Hotel and Marriott specific experience preferred.
• Physical ability to stand, walk, or sit for extended periods of time. Physical ability to lift up to 50-lbs.
• Will be required to obtain an Alcohol awareness training certification
• Previous customer service experience required.
• Must deliver on all Marriott and Poteat Hospitality standards.
• Must have computer knowledge (Excel, Windows, etc.)
• Be aware of hotel policies and Marriott SOPs and Quality Assurance requirement
• ** MUST BE AVAILABLE ON HOLIDAYS AND WEEKENDS

Application Question(s):

• Will you be available on weekends and holidays?
• Will you be able to work the 3pm-11pm shift?