Front Desk Agent

We are seeking a professional dependable and customer-focused Front Desk Agent to join our team at our Courtyard by Marriott and Hilton properties in Waldorf Maryland.

The Front Desk Agent is responsible for delivering exceptional guest service managing reservations processing check-ins and check-outs and maintaining hotel brand standards. The ideal candidate will have a positive attitude strong communication skills and a commitment to creating an outstanding guest experience.

• Welcome guests and provide friendly professional and efficient service.

• Process guest check-ins and check-outs accurately and promptly.

• Create modify and manage reservations using the hotels property management system.

• Verify guest identification reservation details and payment methods.

• Process payments deposits and refunds in accordance with hotel policies.

• Answer telephone calls respond to guest inquiries and provide information about hotel services and amenities.

• Resolve guest concerns professionally and escalate issues to management when necessary.

• Coordinate with Housekeeping to ensure rooms are clean inspected and ready for arriving guests.

• Communicate room status maintenance concerns and special guest requests to the appropriate departments.

• Promote Marriott Bonvoy or Hilton Honors membership enrollment as applicable to the assigned property.

• Follow applicable brand standards service expectations and guest satisfaction procedures.

• Maintain accurate guest information shift reports and front desk documentation.

• Follow cash-handling credit card authorization and security procedures.

• Maintain a clean organized and professional front desk area.

• Protect guest privacy and confidential information.

• Complete assigned shift duties and communicate important information during shift changes.

• Assist with other front office duties as assigned by management.

• High school diploma or equivalent preferred.

• Previous hotel front desk or customer service experience preferred.

• Experience with Marriott or Hilton hotel systems is a plus.

• Excellent verbal and written communication skills.

• Strong customer service problem-solving and organizational abilities.

• Basic computer skills and the ability to learn hotel reservation systems.

• Ability to handle financial transactions accurately.

• Professional appearance positive attitude and dependable work habits.

• Ability to work independently and as part of a team.

• Availability to work weekends holidays evenings and overnight shifts as needed.