Lead Front Desk Agent

Marriott International is a globally renowned hospitality company that operates a vast portfolio of hotels and resorts worldwide. Known for its commitment to excellence and customer satisfaction, Marriott International emphasizes creating an inclusive, welcoming environment for both guests and employees. The company highly values diversity, equity, and inclusion and strives to provide equal employment opportunities while fostering a workplace culture rooted in respect and professionalism. Marriott International is recognized globally as a leader in the hospitality industry, providing quality accommodations, superior customer service, and innovative hospitality solutions that enhance guest experiences.

Located at 265 Peachtree Center Ave NE, Atlanta, Georgia, JW Marriott is part of Marriott International's luxury brand portfolio, consisting of more than 100 prestigious hotels situated in key cities and desirable resort destinations worldwide. JW Marriott prides itself on its dedication to offering exceptional work environments where employees feel valued as the foundation of hospitality excellence. The brand fosters a culture of confidence, innovation, genuineness, and intuition, paying tribute to the legacy of the company's founder, J. Willard Marriott. JW Marriott offers a unique workplace atmosphere characterized by community, camaraderie, continuous development opportunities, and a holistic approach to employee well-being. This environment ultimately enhances employees' abilities to provide exemplary guest services aligned with the brand's hospitality promise, "A wonderful hotel experience, always."

This full-time, non-management position, based in Atlanta, Georgia, within the Rooms and Guest Services Operations category, invites candidates to join an outstanding global team dedicated to creating exceptional guest experiences. The role involves proactively assisting guests and supporting the front desk team throughout the check-in and check-out processes, including managing reservations, room assignments, and key distribution. Employees will also handle payment processing, including cash, credit, debit cards, and traveler checks, while ensuring accuracy and troubleshooting any issues with payments.

The position requires tracking guest satisfaction by following up on problem resolutions and maintaining smooth communication channels internally, particularly with housekeeping to guarantee room readiness. Responsibilities extend to managing guest requests, messages, calls, and records with professionalism and precision. Daily operational reports must be prepared, detailing arrivals, departures, special requests, and other pertinent information to maintain high-quality standards. The candidate will assist in balancing cash drawer accounts, preparing receipts, and supporting training and mentoring efforts for the team to maintain consistent service excellence.

Physical demands include standing, walking, and sitting for prolonged periods as well as handling items up to 10 pounds without assistance. Adherence to company policies regarding appearance, confidentiality, safety, and overall conduct is mandatory to preserve the brand’s esteemed reputation. This role represents an excellent opportunity to contribute to a world-class luxury hotel brand known for innovation and exceptional guest care while advancing one’s hospitality career in a supportive and dynamic environment.