Front Desk Agent in Willow Grove, Pennsylvania at Courtyard By Marriott, Willow Grove, PA

Job Summary:
The Front Desk Agent is responsible for delivering exceptional guest service from the moment of arrival through departure. Responsibilities include greeting and registering guests, managing reservations, assisting with guest inquiries, and ensuring a seamless check-in/check-out process. The agent will provide attentive, courteous, and efficient service while maximizing room occupancy and revenue.

Education & Experience:

• High School diploma or equivalent required; college coursework in hospitality is a plus

• Prior experience in a hotel or customer service role is preferred

• Positive, energetic personality with a passion for hospitality and guest service

• Strong communication, multitasking, and problem-solving skills

• Basic understanding of financial transactions and arithmetic

• Familiarity with Microsoft Office Suite and hotel reservation systems

• Must be able to work flexible shifts, including morning, evenings, weekends, and holidays

• Greet and welcome all guests with a warm, friendly, and professional demeanor

• Perform efficient and accurate check-in and check-out procedures

• Manage room reservations, modifications, and cancellations through the PMS system (FOSSE experience is a plus)

• Maintain up-to-date knowledge of room rates, packages, special promotions, and hotel amenities

• Promptly respond to guest inquiries, concerns, and complaints with a problem-solving attitude

• Provide guests with local area information, including dining recommendations, transportation options, and directions

• Operate the hotel telephone switchboard; manage and relay guest messages accurately

• Handle all financial transactions, including cash, credit card processing, and maintaining accurate shift reports

• Coordinate closely with housekeeping and maintenance teams to ensure room readiness and guest satisfaction

• Maintain a clean, organized, and welcoming front desk and lobby area at all times

• Log, track, and deliver guest messages, packages, and special requests or amenities as needed

• Ensure compliance with all Marriott brand standards, operational policies, and safety protocols

• Manage the hotel’s Market area, including inventory control, restocking, and product sales

• Communicate clearly and positively with all departments—Front Desk, Housekeeping, Sales, Maintenance—to foster a collaborative and service-oriented environment

• Contribute to a supportive and engaging workplace culture that prioritizes guest experience and team success

Additional Requirements:

• A Knowledge of the Marriott PMS System "Fosse" is a plus.

• Must maintain a professional appearance and adhere to uniform standards

• Ability to operate Front Desk software and POS systems

• Must be detail-oriented and able to handle a fast-paced environment

• Uphold the confidentiality of guest information and hotel data

• Ability to lift upto 30 lbs occasionally

Working Conditions:

• Indoors in a temperature-controlled environment

• Frequent standing and walking throughout the shift

• Occasional bending, reaching, and lifting

• Constant communication with guests and team members

Background Requirements:

• Criminal background check required

• Drug Test