Front Desk Agent

Description

Residence Inn near Universal is seeking a Front Desk Agent. The Front Desk Agent serves as one of the primary points of contact for guests and plays a key role in creating a welcoming, professional, and memorable hotel experience. This position is responsible for greeting and registering guests, completing check-in and check-out procedures, processing reservations and payments, responding to guest questions and concerns, promoting Marriott Bonvoy enrollment, and coordinating with other hotel departments to meet guest needs.

The Front Desk Agent is expected to provide exceptional guest service while maintaining accuracy, professionalism, confidentiality, and compliance with Residence Inn, Marriott, StepStone Hospitality, and hotel policies and procedures.

• Greet all guests in a warm, professional, and welcoming manner.
• Provide efficient and accurate check-in and check-out service.
• Verify guest identification, reservation information, room type, length of stay, rate, and method of payment.
• Issue room keys in accordance with hotel security procedures.
• Provide guests with information regarding hotel amenities, dining options, meeting spaces, local attractions, transportation, and other services.
• Answer guest questions and provide assistance throughout the guest’s stay.
• Respond promptly and professionally to guest requests, concerns, and complaints.
• Take appropriate steps to resolve guest concerns within established authority and escalate concerns to management when necessary.
• Follow up on guest concerns to ensure satisfactory resolution.
• Maintain a professional, calm, and courteous demeanor during high-volume periods and challenging guest interactions.
• Anticipate guest needs whenever possible and assist in creating a positive overall guest experience.

Requirements

• Previous hotel, customer service, hospitality, retail, or related guest-service experience preferred.
• Previous Front Desk experience strongly preferred but not required for candidates with strong customer service experience.
• High school diploma or equivalent preferred.
• Strong customer-service and interpersonal skills.
• Ability to communicate professionally with guests and coworkers.
• Strong problem-solving and conflict-resolution skills.
• Ability to remain calm and professional when handling difficult situations.
• Basic computer skills required.
• Experience with hotel property management systems preferred.
• Ability to accurately handle cash and financial transactions.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Ability to maintain guest confidentiality and exercise sound judgment.
• Must be able to follow Residence Inn, Marriott, StepStone Hospitality, and hotel policies and procedures.

What We Offer:

• Various plan options for Medical, Vision & Dental

• Basic Life Insurance (provided)

• Voluntary Short-Term and Long-Term Disability

• Hotel Associate and Friends & Family Discounts

• Options for Pet Insurance

• Voluntary Life, AD&D, Critical Illness, Hospital Indemnity, and Accident Coverage

• 401K Match

• Paid Time-Off

• Leadership Training Programs/Mentorships

• Competitive Salaries

• Employee Assistance Program

Why StepStone Hospitality?

At StepStone Hospitality, you’re not just joining a team—you’re joining a family dedicated to achieving results. With over 250 years of combined experience in our leadership team, we provide unmatched opportunities for professional growth and advancement within the company. Be part of a company that values your contributions and is committed to your success.

We are an Equal Opportunity Employer.