Front Desk Lead

Atlanta, GA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Employee assistance program

Job Description

Marriott International is a globally renowned hospitality company that operates a wide portfolio of hotels and resorts around the world. The Atlanta Marriott Marquis, located at 265 Peachtree Center Ave NE in Atlanta, Georgia, is a prominent hotel under this expansive brand, known for its commitment to delivering exceptional guest services and fostering a welcoming environment for both guests and associates. Marriott International prides itself on being an equal opportunity employer dedicated to celebrating diversity, inclusivity, and a supportive workplace culture where associates from varied backgrounds can thrive. The company offers full-time employment opportunities that emphasize growth, teamwork, and professional development within the hospitality industry.

The role at the Atlanta Marriott Marquis is positioned within the Rooms and Guest Services Operations category and is offered as a full-time, non-management position. This role is vital in ensuring smooth guest experiences from check-in to check-out by managing front desk responsibilities, handling guest payments, and resolving payment-related issues such as credit card processing problems. The successful candidate will be tasked with confirming reservations, assigning rooms, issuing and activating room keys, and processing various payment types including cash, checks, debit, and credit cards. A key aspect of the role includes anticipating sold-out situations and securing alternative accommodations to maintain guest satisfaction. The guest relations component involves following up on guest satisfaction, responding to requests, messages, and concerns timely, and coordinating with housekeeping to ensure rooms are ready for check-in.

Additionally, the position includes operational responsibilities such as running daily reports on arrivals and departures, balancing cash banks, and managing receipts in accordance with accounting standards. The role also plays a supportive part in assisting management with staff training, motivation, and coaching, while modeling professional behavior and compliance with company policies. Providing outstanding service requires strong communication skills, professionalism, and the ability to handle confidential information with discretion. Physical stamina to stand, walk, or sit for extended periods and perform light lifting or moving of objects up to 10 pounds is also necessary. The company fosters a work environment where safety is paramount, requiring employees to report unsafe conditions and complete mandated safety training.

Career advancement at Marriott International is supported through training, recognition, and a community-oriented workplace culture, particularly within the JW Marriott brand, which is part of Marriott's luxury portfolio. JW Marriott hotels emphasize a holistic approach to associate well-being and professional development, encouraging employees to pursue their passions within a luxury hospitality setting. With a legacy tied to the company founder, J. Willard Marriott, JW Marriott focuses on genuine, innovative service that enhances the guest experience and upholds the company’s tradition of "Wonderful Hospitality. Always." Joining the team at the Atlanta Marriott Marquis under Marriott International provides associates with a rewarding career path, with ample opportunities to grow, belong, and become the best version of themselves in the hospitality industry.

Job Requirements

high school diploma or G.E.D. equivalent
at least 1 year of related work experience
ability to stand, walk, or sit for extended periods
capability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance
ability to maintain confidentiality
excellent interpersonal skills
ability to follow company policies and procedures

Job Qualifications

high school diploma or G.E.D. equivalent
at least 1 year related work experience
no supervisory experience
strong communication skills
ability to handle multiple tasks in a fast-paced environment
customer service orientation
proficiency in basic computer skills
ability to work flexible hours

Job Duties

assist staff with expediting problem payments such as credit card issues
follow up with guests regarding satisfaction with guest-related issues
process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys
process all payment types including room charges, cash, checks, debit, or credit
anticipate sold-out situations and obtain alternative accommodations for guests
process all guest check-outs including resolving late and disputed charges
answer, record, and process all guest calls, messages, requests, questions, or concerns
coordinate with housekeeping to track room readiness
run daily reports on arrivals and departures, identify special requests, and check reports for accuracy
cash guest's personal and traveler’s checks
review shift logs and document pertinent information
count bank at beginning and end of shifts
balance and drop receipts according to accounting specifications
assist management in training, motivating, and coaching employees
report accidents, injuries, and unsafe conditions to management
complete safety training and certifications
follow company policies and maintain professional appearance
maintain confidentiality of proprietary information
anticipate and address guest service needs
communicate clearly and professionally
prepare and review written documents accurately
answer telephones using appropriate etiquette
develop and maintain positive working relationships
ensure adherence to quality expectations and standards
perform other reasonable job duties as requested by supervisors