**Job Description** The Front Desk Agent at The Westin Resort \& Spa Cancún is responsible for welcoming and attending to guests upon arrival, throughout their stay, and at departure, ensuring a warm, efficient experience aligned with the brand's luxury standards. The agent manages administrative and billing processes, provides information about hotel services, and resolves any issues to guarantee guest satisfaction. **Responsibilities and Duties** **Check\-in / Check\-out** * Process arrivals by confirming reservations in the system, verifying identity, requesting payment method, and issuing room keys. * Handle departures, including express check\-out, account review, and collecting guest feedback. * Process room changes and late check\-outs according to availability and policies. * Activate room keys using the electronic key machine (e.g., Saflok) and reissue new keys to guests when necessary (e.g., lost key), verifying guest identity. * Verify that rates match market codes and document any exceptions with corresponding explanations. * Ensure a valid payment method (e.g., credit card, cash) is provided before issuing the room key. * Process all check\-ins by confirming reservations in the system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting payment method, assigning rooms, and issuing keys according to property policies. * Process all check\-outs, including express check\-outs, resolving late or disputed charges, settling accounts, retrieving keys, and requesting feedback on the stay. * Accommodate room change requests when possible. * Notify relevant staff when guests are waiting for room availability. * Review and adjust guest billing. * Create accurate guest accounts at check\-in according to their requirements (e.g., shared account, splitting room/tax/extras, complimentary items). * Assign rooms based on guest requests and preferences whenever possible. * Request and record Marriott Rewards information (e.g., number, name, address) when taking reservations or during check\-in. * Inform guests of received messages (e.g., voicemail, correspondence, faxes) and deliver them to the room if needed. * Follow up on room status changes (e.g., early departure, late check\-out, room change, unexpected stay extension) for Housekeeping. * Release check\-outs in the system to indicate rooms are no longer occupied. * Coordinate with Housekeeping regarding room readiness for check\-in and report guest concerns. * Review late check\-out requests and approve based on occupancy. * File guest documentation. **Cash Handling** * Count and secure the cash drawer at the beginning and end of each shift. * Process cash, check, credit card, and voucher payments. * Prepare cash reports, deposits, and discrepancy records. **Guest Relations** * Greet and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible. * Actively listen and respond positively to guest questions, concerns, and requests, using specific brand or property procedures to resolve issues, exceed expectations, and build trust. * Anticipate guest service needs by asking questions to better understand them and observing/listening to preferences, acting accordingly when possible. * Address guest service needs in a professional, positive, and timely manner. * Thank guests sincerely and bid them a warm farewell. * Provide assistance to guests with disabilities, including support for individuals with visual, hearing, or physical limitations, in accordance with guidelines. * Engage guests in conversation about their stay, property services, and local attractions/activities. * Assist other employees to ensure adequate coverage and timely guest service. **Communication** * Answer phone calls professionally (within 3 rings, friendly greeting, using guest name when possible). * Coordinate with Housekeeping regarding room status and special requests. * Notify Maintenance and Security of any incidents reported by guests. **Reports and Records** * Record room movements and updates in the system (Opera, FOSSE, or others). * Prepare daily reports of arrivals, departures, and occupancy. * Maintain organized files and documentation. * Run daily reports (number of arrivals, departures), identify special requests, and verify report accuracy. **Safety** * Immediately report work-related accidents or injuries to management/supervisor. * Follow company and department safety policies and procedures to ensure a clean, safe, and secure environment. * Remain alert to the presence of suspicious or unauthorized individuals on property premises. * Follow property-specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters). * Identify and correct unsafe work practices or conditions, or report them to management and security personnel. **Physical Tasks** * Remain standing for long periods or throughout the entire shift. **Teamwork** * Support all coworkers and treat them with dignity and respect. * Handle sensitive matters with employees and/or guests tactfully, respectfully, diplomatically, and confidentially. * Develop and maintain positive and productive working relationships with other employees and departments. * Collaborate and assist others to foster a team-oriented work environment and achieve common goals. * Actively listen and consider concerns of other employees, responding appropriately and effectively. * Quality Assurance * Meet quality control expectations and standards. **Quality** * Adhere to brand service standards in every interaction. * Ensure accuracy in records, charges, and guest accounts. * Anticipate guest needs to exceed expectations. **Accounting** * Process all types of payments including room charges, cash, checks, debit or credit cards. * Count starting cash at the beginning of the shift to verify correct amounts and availability of change. * Process adjustment vouchers, direct payments, correction vouchers, and miscellaneous charges. \#imvwcala Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.