Front Desk Agent

Hotel Marcel, Tapestry Collection by Hilton, is a groundbreaking hospitality establishment that stands out as the first net-zero energy hotel in the United States. This innovative hotel is located in a historic rehabilitated mid-century modern building originally designed by Marcel Breuer in 1967, famously known as the Armstrong Rubber Company Building or Pirelli Building. The hotel boasts LEED Platinum certification and incorporates sustainable design elements such as rooftop solar power and parking canopy arrays that provide 100 percent of the electricity needed for lighting, heating, and cooling. This commitment to sustainability makes Hotel Marcel not only a leader in eco-friendly hospitality but also a unique destination where environmental responsibility meets modern comfort and design.

As part of the Tapestry Collection by Hilton, Hotel Marcel offers a boutique hotel experience characterized by a distinctive local feel, modern aesthetics, and personalized service. It features 165 rooms, a full-service restaurant, an art gallery, and 7,000 square feet of meeting space, blending cultural and professional amenities seamlessly. Guests can expect an intimate ambiance with thoughtful touches that reflect the community and the hotel's sustainable vision.

The Front Desk Agent role at Hotel Marcel is an essential part of delivering the hotel's promise of excellent guest service and hospitality. This position involves providing a welcoming and professional first point of contact for guests, managing registration and check-out processes, operating the hotel's telephone system (PBX), and handling mail and message services. Accuracy in daily accounting tasks is paramount, as is the ability to maintain hospitality standards that include making eye contact, smiling, speaking first, engaging politely, and using guests' names to foster a personalized guest experience.

This role demands a balance of customer service skills, operational knowledge, and attention to detail. The Front Desk Agent is responsible for room assignments, ensuring VIP and repeat guests receive special attention, answering phone calls promptly with accurate information, and adhering to established hotel credit policies. Additionally, the agent oversees lost and found items, stays informed about local attractions and services to assist guests as a concierge, and ensures safety by being knowledgeable about fire and emergency procedures.

A critical part of this position includes managing the financial aspects of the front desk such as securing, opening, and balancing the daily shift bank that handles cash, checks, and credit card transactions. Continuous monitoring of room availability and yield management is also required. Coordination with other departments such as sales, housekeeping, bell staff, and valet is vital to maintaining smooth hotel operations and guest satisfaction. The Front Desk Agent also participates in departmental meetings to stay updated on policies and improvements.

Hotel Marcel offers a unique opportunity for career growth within a company that values entrepreneurial spirit, innovation, and respect for individual knowledge while providing a structured and supportive work environment. Working here means being part of a forward-thinking team dedicated to sustainable hospitality, quality service, and memorable guest experiences. The position is well-suited for individuals passionate about hospitality, sustainability, and delivering excellence in guest relations in a dynamic and historic setting.