Guest Experience Specialist — Front Desk

Courtyard Marriott, Ogden; Ogden (UT); On-site; USD 30,000 - 42,000; Full time

Job summary

Courtyard Marriott, Ogden is seeking a Front Desk Agent to be the first point of contact for guests, delivering exceptional service and guiding them through check-in, stay, and check-out. You will handle inquiries, reservations, and room assignments with professionalism.

Responsibilities include answering phones, maintaining records in the PMS, coordinating with housekeeping, and promoting hotel services to enhance guest satisfaction.

Qualifications

• High school diploma or equivalent; hospitality or customer service training preferred.
• Previous experience front desk or customer service roles desirable.
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency with computers and reservation/property management systems (PMS experience a plus).
• Ability to remain calm and professional under pressure.

Responsibilities

• Greet and welcome guests upon arrival with a friendly and professional demeanor.
• Perform accurate check-in and check-out procedures.
• Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions.
• Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system.
• Resolve guest complaints promptly and effectively, escalating issues when necessary.
• Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled.
• Maintain lobby and front desk area cleanliness and organization.
• Follow security procedures, monitor guest access, and report any suspicious activity.
• Assist with reservations, cancellations, and modifications.
• Promote hotel services and amenities to enhance guest satisfaction.

Skills

Customer service

Communication

Multitasking

Problem-solving

Interpersonal skills

Education

High school diploma

Tools

PMS experience

Reservation systems

Computers

Job description

Courtyard Marriott, Ogden is seeking a Front Desk Agent to be the first point of contact for guests, delivering exceptional service and guiding them through check-in, stay, and check-out. You will handle inquiries, reservations, and room assignments with professionalism.

Responsibilities include answering phones, maintaining records in the PMS, coordinating with housekeeping, and promoting hotel services to enhance guest satisfaction.