Guest Service Agent (Front Desk)

About the role

The Guest Service Agent is the first point of contact for guests at TWELVE Downtown, an Autograph Collection hotel in Atlanta. You will create a welcoming atmosphere, manage check‑ins and check‑outs, and support guests throughout their stay.

Key responsibilities

• Welcome guests, complete accurate check‑ins and check‑outs, and handle reservations, room assignments, payments and billing inquiries.
• Answer phone calls, respond promptly to guest questions, and provide information on hotel amenities, local attractions, dining and transportation.
• Recognize Marriott Bonvoy members and apply applicable member benefits.
• Address guest concerns professionally, escalating to a manager when needed.
• Coordinate with Housekeeping, Engineering and other departments to ensure room readiness and resolve requests.
• Maintain accurate shift records, handoff notes and follow cash‑handling, privacy, security and safety procedures.

Required profile

• Previous hotel front‑desk or customer‑service experience preferred.
• Familiarity with Marriott property‑management systems is a plus.
• Strong communication skills, professional demeanor and ability to stay organized under pressure.
• Attention to detail when processing payments and maintaining guest records.
• Dependable and flexible to work evenings, weekends and holidays.
• Ability to perform essential duties with or without reasonable accommodation.