Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $15.00 - $17.50
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Paid holidays
Career Development
Job Description
The Courtyard by Marriott Charlotte Airport North is a distinguished hotel located in the vibrant city of Charlotte, North Carolina. As part of the globally recognized Marriott brand, the Courtyard by Marriott offers an exceptional blend of comfort, convenience, and contemporary style for business and leisure travelers alike. Situated near Charlotte Douglas International Airport, this hotel provides easy access to key city attractions while ensuring guests experience the highest standards of hospitality and service excellence. Known for its modern amenities, warm ambiance, and well-appointed accommodations, the Courtyard by Marriott Charlotte Airport North prides itself on creating memorable stays for all its visitors through committed staff and thoughtful guest services.
The role of a Front Desk Agent at the Courtyard by Marriott Charlotte Airport North is pivotal, serving as the first point of contact for guests and playing a crucial role in shaping their overall experience. This position is a full-time job dedicated to delivering attentive, courteous, and efficient customer service before guests' arrival and throughout their stay. The successful candidate will be responsible for managing all reservation and inquiry calls, ensuring smooth check-in and check-out procedures, and addressing guest concerns with professionalism and empathy. This role requires active participation in upholding the hotel’s brand standards and contributing to maximizing suite revenue and occupancy levels.
As a Front Desk Agent, you will act as an ambassador for the hotel, exemplifying superior service skills in interactions with clients, guests, and co-workers. You will handle guest requests, problems, complaints, and emergencies with a proactive and solution-oriented mindset, always following up to ensure guest satisfaction. The role also involves managing front desk operations such as responding to inquiries about hotel services and amenities, package delivery, and maintaining awareness of reservations, room rates, and special promotions.
The position demands knowledge of the hotel’s computer systems, including the Lexima/Brand software for reservations and sales, and emphasizes maintaining a clean and organized front office environment. Candidates must demonstrate excellent phone etiquette, effective communication skills, and the ability to operate radios professionally during internal communications. Moreover, the Front Desk Agent is expected to contribute actively to guest satisfaction surveys, participate in hotel meetings and events, and consistently comply with Lexima/Brand standards and hotel policies to promote safety and efficiency.
This is an excellent opportunity for individuals passionate about hospitality and customer service to grow their careers within a globally recognized hotel brand. The Courtyard by Marriott Charlotte Airport North values a positive work environment where teamwork, professionalism, and guest-centric attitudes are highly encouraged and rewarded. If you thrive in a high-pressure environment and have a genuine desire to make each guest’s experience positive and memorable, this Front Desk Agent position could be an ideal fit for you. Compensation and benefits are structured to ensure competitive rewards for your dedication and contributions to the hotel’s continued success.
The role of a Front Desk Agent at the Courtyard by Marriott Charlotte Airport North is pivotal, serving as the first point of contact for guests and playing a crucial role in shaping their overall experience. This position is a full-time job dedicated to delivering attentive, courteous, and efficient customer service before guests' arrival and throughout their stay. The successful candidate will be responsible for managing all reservation and inquiry calls, ensuring smooth check-in and check-out procedures, and addressing guest concerns with professionalism and empathy. This role requires active participation in upholding the hotel’s brand standards and contributing to maximizing suite revenue and occupancy levels.
As a Front Desk Agent, you will act as an ambassador for the hotel, exemplifying superior service skills in interactions with clients, guests, and co-workers. You will handle guest requests, problems, complaints, and emergencies with a proactive and solution-oriented mindset, always following up to ensure guest satisfaction. The role also involves managing front desk operations such as responding to inquiries about hotel services and amenities, package delivery, and maintaining awareness of reservations, room rates, and special promotions.
The position demands knowledge of the hotel’s computer systems, including the Lexima/Brand software for reservations and sales, and emphasizes maintaining a clean and organized front office environment. Candidates must demonstrate excellent phone etiquette, effective communication skills, and the ability to operate radios professionally during internal communications. Moreover, the Front Desk Agent is expected to contribute actively to guest satisfaction surveys, participate in hotel meetings and events, and consistently comply with Lexima/Brand standards and hotel policies to promote safety and efficiency.
This is an excellent opportunity for individuals passionate about hospitality and customer service to grow their careers within a globally recognized hotel brand. The Courtyard by Marriott Charlotte Airport North values a positive work environment where teamwork, professionalism, and guest-centric attitudes are highly encouraged and rewarded. If you thrive in a high-pressure environment and have a genuine desire to make each guest’s experience positive and memorable, this Front Desk Agent position could be an ideal fit for you. Compensation and benefits are structured to ensure competitive rewards for your dedication and contributions to the hotel’s continued success.
Job Requirements
- Frequently required to stand, walk, sit, use hands to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, crawl, talk or hear
- Occasionally lift and/or move up to 25 pounds
- Specific vision abilities required including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
- Ability to stand during the entire shift
- Reasonable accommodations may be made to enable individuals with disabilities to perform the job, provided accommodations do not create undue hardship
Job Qualifications
- High school diploma or equivalent required
- Degree with emphasis in Hotel Management, Hospitality Management or related field preferred
- Previous hospitality experience preferred
- Knowledge of accounting principles
- Experience handling cash, accounting procedures and administrative tasks
- Ability to assimilate complex information and data from disparate sources
- Effective at handling workplace problems including anticipation, prevention and resolution
- Ability to work well in stressful, high-pressure situations
- Effective listening, understanding, clarifying and resolving skills
- Ability to maintain composure and objectivity under pressure
- Effective oral and written communication skills
- Must be fluent in English
- Must have a valid driver’s license
- Availability to work weekends and holidays
Job Duties
- Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay
- Handle check-ins and check-outs in a friendly, efficient and courteous manner
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations
- Follow up to ensure guest satisfaction
- Answer all guest inquiries regarding hotel services, amenities and the local area
- Ensure delivery of packages, mail and messages as needed to guests
- Follow all Lexima/Brand credit policies
- Be aware of all rates, packages and special promotions
- Be familiar with all in-house groups
- Be aware of closed out and restricted dates
- Obtain all necessary information when taking room reservations and follow rate quoting guidelines
- Fully understand and be able to operate all relevant aspects of the front desk computer system
- Focus on contributing to guest satisfaction surveys
- Demonstrate appropriate phone skills
- Use Lexima/brand selling guidelines during inquiry calls
- Consistently perform above average in the mystery call process
- Follow up on all wait list reservations
- Manage suite inventory
- Complete shift responsibility checklist
- Keep front office area clean and organized
- Comply with Lexima/Brand compliance standards and regulations
- Participate in all-employee meetings, events and other functions required by management
- Be familiar with Lexima/Brand policies and hotel rules, as well as hotel terminology
- Develop full understanding of hotel amenities and services
- Understand emergency procedures and help when necessary
- Operate radios efficiently and professionally
- Ensure correct and accurate cash handling
- Use proper radio etiquette when communicating with other employees
- Perform other duties as requested by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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