Front Desk Agent

As a Front Desk Agent, you are the first point of contact and the central hub of our hotel. You will deliver warm, authentic guest service, manage daily reservations, orchestrate smooth check-ins and check-outs, and ensure every guest feels at home. In our extended-stay environment, you build meaningful connections with project teams, corporate travelers, and families settling in for long-term stays.

Guest Service & Check-In Operations

• Greet all guests with a genuine, welcoming attitude and process arrivals and departures efficiently using the property management system (FOSSE/PMS).

• Verify guest identification and secure valid forms of payment, incidental deposits, and billing routing upon registration.

• Clearly explain hotel policies, including non-smoking rules, quiet hours, parking, pool hours, and pet guidelines.

• Issue keycards, give property orientations (suite features, breakfast service, fitness center, outdoor patio/grill area), and answer questions about local Livonia dining, corporate parks, and highways.

• Recognize and extend tailored benefits to Marriott Bonvoy loyalty members.

Guest Communication & Problem Resolution

• Anticipate guest needs and respond promptly to in-person inquiries, phone calls, and digital guest requests via GXP.

• Handle guest concerns or suite maintenance requests with empathy, urgency, and composure; log issues and dispatch appropriate team members.

• Communicate effectively with housekeeping and maintenance departments to track room statuses, early check-in requests, and maintenance work orders.

Qualifications & Skills

Required:

• High school diploma or equivalent.

• Strong interpersonal and verbal/written communication skills.

• High level of customer service orientation, dependability, and professional phone etiquette.

• Basic computer literacy and comfort navigating multiple digital systems simultaneously.

• Availability to work flexible hours, including mornings, evenings, weekends, and holidays based on business volume.

Preferred:

• Prior hotel front desk, hospitality, or front-facing guest service experience (extended-stay experience is a plus).

• Hands-on familiarity with Marriott Property Management Systems (FOSSE / Lightspeed / GXP).

• Experience handling point-of-sale transactions and basic accounting reconciliations.

Physical Requirements

• Ability to stand and remain on your feet for extended periods (up to 8 hours per shift).

• Ability to move, lift, carry, push, and place objects weighing up to 25–30 lbs (e.g., market restock boxes, luggage assistance, supply packs).

• Comfortable bending, stooping, reaching, and operating standard office and computer equipment.

Benefits & Perks

• Explore by Marriott: Discounted hotel room rates worldwide for associates, friends, and family.

• Comprehensive health, dental, and vision insurance options (for eligible full-time associates).

• Paid time off (PTO) and paid holidays.

• Retirement savings plan with company match options.

• Career growth and cross-training opportunities across hotel departments and Marriott brand platforms.