Front Office Agent
POSITION SUMMARY
Front Office Agent
First Impressions Count and this role is critical in setting the tone for our guests. Being confident, focused and professional are non-negotiable. Not only does it process all guest check-ins, check-outs, room assignments/ Pre-register designated guests and prepare key packets, room change/late check-out requests, activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests, and secure payment. Coordinate with Housekeeping to track room status and guest concerns. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations, review out-of-order rooms daily. Arrange transportation for guests/visitors, process all payment types, vouchers, paid-outs, charges, and provide change. Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, chats, requests, questions, or concerns. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.
The ideal candidate will have:
• Experience in a Five Star or Five-Diamond luxury hotel is preferred.
• High School diploma required, 2 or 4 year degree preferred.
• Knowledge in property management systems like Opera or Fidelio is highly desirable and technical proficiency in Microsoft applications is required.
• Previous hospitality experience in a high volume setting required
• Professional appearance and demeanor.
• The ability to problem solve, and provide exceptional service
• Requires strong problem resolution and decision making skills, empathy and personal perseverance.
• Be a supportive team member and work well with many different nationalities.
• Strong math or accounting skills.
• The ability to read, write and speak fluently in English is required
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.