Hotel Front Desk Agent / Guest Service Representative (2nd shift & Weekends)

Fairfield Inn & Suites by Marriott in Cedar Rapids North, Iowa is seeking an experienced Hotel Front Desk Agent / Guest Service Representative for the 2nd shift & Weekends (3:00 p.m. - 11:00 p.m.) to deliver exceptional guest service, support front office operations, and uphold Marriott brand standards. This position is ideal for hospitality professionals who enjoy a fast-paced environment, accurate front desk and light audit work, and consistent evening hours., * Welcome all guests in a warm, professional manner; complete accurate check-in and check-out, verify ID, payment, and reservations, and issue room keys.

• Manage reservations, modifications, and cancellations via the property management system; accurately record guest information, room preferences, and special requests.
• Answer and route phone calls, emails, and messages; provide clear information on hotel services, amenities, and local Cedar Rapids attractions, dining, and transportation.
• Handle guest issues and complaints promptly and professionally, using service-recovery guidelines and escalating to management when required to ensure satisfaction.
• Promote and recognize Marriott loyalty program members; explain benefits and ensure proper enrollment and recognition.
• Accurately handle cash and credit transactions, balance the cash drawer, and assist with end-of-shift paperwork; support basic daily reports related to room and tax charges.
• Support simple audit-related tasks for the 3-11 p.m. shift (verifying room and rate accuracy, reviewing reports, logging key issues) and prepare information for overnight or next shift as directed.
• Monitor room availability, assist with blocking rooms, and coordinate with housekeeping and maintenance to ensure room readiness and prompt response to guest-reported issues.
• Maintain a clean, organized, and welcoming front desk and lobby; support market/retail sales and restocking during the shift.
• Log guest complaints and notable incidents and ensure follow-up is documented for management
• Protect guest confidentiality, keys, cash bank, and secure information in line with company and brand policies.
• Follow all safety and security procedures and immediately report any safety or security concerns to management.
• Perform other front desk and guest service duties as assigned by the supervisor or management.

• Minimum 1 year of hotel front desk experience required; select-service, Marriott, or other major hotel brand experience strongly preferred.
• High school diploma or GED, or equivalent combination of education and experience.
• Proven customer service skills with the ability to handle diverse personalities, stressful situations, and occasional guest conflict calmly and professionally.
• Proficient computer skills; comfortable using hotel property management systems (PMS), basic MS Office, and email
• Strong written and verbal communication skills in English, with clear, professional phone and in-person etiquette
• Ability to stand and walk for most of an 8-hour shift and occasionally lift, push, or pull up to 20-25 pounds.
• Reliable, punctual, and able to consistently work the 3-11 p.m. shift, including weekends and holidays., * Prior experience with Fairfield Inn & Suites, Marriott brands, Hilton, IHG, or similar branded properties.
• Familiarity with Marriott systems (e.g., ResApp, Stay PMS, SPOG, MARSHA) or comparable PMS and front office tools.
• Experience supporting basic night-audit or revenue/audit tasks (balancing room and tax, reviewing daily reports).
• Bilingual or multilingual skills.

Success profile and soft skills

• Genuine passion for hospitality and delivering excellent guest service every shift.
• Strong attention to detail, especially with billing, reservations, and guest records.
• Ability to multitask and prioritize in a fast-paced environment while maintaining a friendly, calm demeanor.
• Professional appearance, positive attitude, and team-oriented mindset; willing to assist other departments as needed., * Hotel Front Desk: 1 year (Required)

Ability to Commute:

• Cedar Rapids, IA 52402 (Required)

Pulled from the full job description

• Referral program
• Employee discount
• Free parking, * Employee discount
• Free parking
• Referral program