Front Desk Agent

The Front Desk Agent is the first point of contact for guests. You’ll manage check-in/out, handle inquiries and payments, coordinate with other departments, and resolve issues quickly—delivering a smooth, professional arrival-to-departure experience.

Key Responsibilities

• Guest Service: Greet every guest warmly; process check-ins/outs, room assignments, and special requests/VIPs.

• Accuracy & Controls: Verify ID and payment, obtain authorizations, maintain folio accuracy, and follow cash-handling, PCI, and key-control procedures.

• Communication: Answer phones/emails promptly; provide clear information about property amenities, local area, and transportation.

• Problem Resolution: Address concerns with empathy and urgency; escalate when needed; document incidents and follow up.

• Coordination: Work with Housekeeping/Engineering on room readiness and service recovery; communicate early arrivals/late checkouts.

• Technology: Operate PMS/POS/payment terminals; run end-of-shift reports and reconcile drawers.

• Sales Mindset: Thoughtfully upsell room types and amenities; promote on-site outlets and local partners.

• Compliance & Standards: Uphold service, privacy, ADA, safety, and brand/company policies; maintain a clean, organized lobby/work area.

• Other Duties: Support Night Audit and other departments as needed; complete daily checklists and training assignments.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• Prior front desk, customer service, or hospitality experience preferred (will train strong service-minded candidates).

• Marriott experience is preferred.

• Comfortable with computers and POS/PMS systems; typing and multitasking skills required.

• Excellent communication, professionalism, and conflict-resolution skills; reliable and detail-oriented.

• Flexible schedule availability (days/evenings/overnights, weekends, holidays as needed).

• Bilingual a plus.

• Must meet background and work authorization requirements.

Physical Requirements

• Stand/walk for extended periods; frequent computer/phone use.

• Lift/push/pull up to 25 lbs occasionally (luggage, packages).