Front Desk Agent – Residence Inn Boston Framingham
Location: Framingham, Massachusetts
Company: JNR Management Inc.
Hotel: Residence Inn Boston Framingham
Overview
Join the team at Residence Inn Boston Framingham, proudly operated by JNR Management Inc., as a Front Desk Agent and become one of the most important points of contact for our guests.
The Front Desk Agent is responsible for creating a welcoming, professional, and efficient experience from arrival through departure. As the face of the hotel, you will assist guests with check-in and check-out, reservations, payments, questions, special requests, and concerns while maintaining Marriott and JNR Management service standards.
We are looking for someone who is dependable, friendly, professional, organized, and comfortable taking ownership of guest needs. The ideal candidate understands that excellent hospitality requires more than checking guests in—it requires communication, follow-through, attention to detail, and a genuine commitment to guest satisfaction.
Front Desk Responsibilities
- Greet and welcome every guest in a friendly and professional manner.
- Complete guest check-ins and check-outs accurately and efficiently.
- Verify reservations, room types, rates, payment methods, and guest information.
- Process credit cards, cash transactions, deposits, and other approved forms of payment according to hotel procedures.
- Ensure proper payment authorization is obtained before issuing guest-room keys.
- Maintain accurate guest accounts and promptly address billing discrepancies.
- Answer incoming telephone calls professionally and assist or appropriately direct callers.
- Make, modify, and cancel reservations according to hotel and Marriott procedures.
- Review arrivals, departures, special requests, and important guest information throughout the shift.
- Properly document guest requests, concerns, incidents, and follow-up information.
- Maintain accurate communication between shifts through pass-on notes and established hotel procedures.
- Maintain the security and confidentiality of guest information.
- Follow all key-control and guest-identification procedures.
- Maintain an organized, professional, and clean Front Desk and lobby environment.
Guest Service
Providing exceptional guest service is one of the most important responsibilities of this position.
Front Desk Agents are expected to:
- Acknowledge guests promptly when they approach the Front Desk.
- Provide friendly, professional, and attentive service.
- Listen carefully to guest questions and concerns.
- Take ownership of reasonable guest requests rather than simply passing the issue to someone else.
- Follow up with guests to ensure concerns or requests have been addressed.
- Provide information regarding hotel amenities, breakfast, parking, local attractions, restaurants, transportation, and other services.
- Recognize Marriott Bonvoy members and provide appropriate benefits according to their membership level and brand requirements.
- Assist guests with mobile check-in, mobile key, and other Marriott digital services when applicable.
- Handle guest complaints calmly and professionally.
- Escalate situations to management when necessary.
- Never argue with a guest or respond to a difficult situation unprofessionally.
- Help create a welcoming environment where guests feel valued and appreciated.
Marriott Systems & Brand Standards
Front Desk Agents are expected to learn and properly use the hotel's required systems and follow applicable Marriott brand standards.
Responsibilities may include:
- Using the hotel's Property Management System (PMS) to manage reservations and guest accounts.
- Monitoring and responding to guest requests through Marriott systems and hotel communication platforms.
- Reviewing arrivals and identifying special requests before guest arrival.
- Assisting with Marriott Bonvoy enrollments.
- Supporting the hotel's Marriott Bonvoy enrollment goals.
- Processing and monitoring Mobile Check-In and Mobile Key requests.
- Monitoring guest chats and responding within established service expectations.
- Creating, updating, and closing guest-service cases appropriately.
- Documenting maintenance, housekeeping, and guest-service requests so they can be properly tracked and completed.
- Completing required Front Desk checklists and shift responsibilities.
Training will be provided on hotel-specific systems and procedures.
Payment & Reservation Responsibilities
Front Desk Agents are responsible for following hotel payment procedures consistently.
This includes:
- Confirming that appropriate payment or authorization is secured before providing room keys.
- Reviewing guest accounts for outstanding balances.
- Following established procedures for declined credit cards.
- Obtaining payment when extending reservations.
- Ensuring reservation extensions are properly entered into the system.
- Never extending a stay or issuing additional keys without following required payment procedures.
- Providing receipts and folios when requested.
- Immediately reporting unusual payment situations or disputes to management.
- Maintaining accurate documentation regarding guest payment issues.
Communication & Shift Responsibilities
Strong communication between shifts and departments is essential to hotel operations.
Front Desk Agents are expected to:
- Read all relevant pass-on information at the beginning of each shift.
- Communicate important information to the next shift.
- Review hotel occupancy, arrivals, departures, room status, and out-of-order rooms.
- Communicate guest requests to Housekeeping and Maintenance promptly.
- Follow up to ensure requests are completed.
- Communicate significant guest issues to management.
- Complete all required shift checklists before leaving.
- Ensure unfinished tasks are clearly communicated to the incoming shift.
- Maintain professional communication with coworkers and management.
Safety & Security
Because Front Desk Agents are often the primary hotel representatives on duty, awareness of safety and security is essential.
Front Desk Agents must:
- Follow hotel emergency procedures.
- Understand basic procedures for fire alarms, power outages, severe weather, and other emergencies.
- Protect guest privacy and never provide room numbers or personal guest information improperly.
- Verify identification when required before issuing replacement room keys.
- Report suspicious activity immediately.
- Maintain awareness of hotel entrances and public areas.
- Contact management or emergency services when appropriate.
- Complete incident documentation when required.
Teamwork & Hotel Support
At JNR Management, every department works together.
Depending on operational needs, Front Desk Agents may be asked to:
- Communicate room priorities with Housekeeping.
- Assist with maintaining the cleanliness and organization of the lobby and Front Desk area.
- Restock the hotel market or Front Desk supplies.
- Assist with guest requests for towels, linens, toiletries, or other amenities.
- Coordinate with Maintenance regarding guest-room concerns.
- Assist with breakfast or other operational needs when necessary and appropriate.
- Support other team members during busy periods.
- Perform additional duties as assigned by hotel management.
Qualifications
- Previous hotel Front Desk, hospitality, customer service, retail, or similar experience is preferred but not required.
- Marriott experience is a plus but not required.
- Excellent customer-service and communication skills.
- Friendly and professional demeanor.
- Dependable and able to report to scheduled shifts on time.
- Strong attention to detail.
- Comfortable working with computers and learning hotel systems.
- Ability to handle payments and financial transactions accurately.
- Ability to multitask in a fast-paced environment.
- Ability to remain calm and professional when handling difficult situations.
- Ability to work independently while also contributing to a team.
- Strong problem-solving skills and willingness to take ownership of guest concerns.
- Ability to maintain guest confidentiality.
- Availability to work a flexible schedule, including days, evenings, weekends, and holidays based on hotel needs.
Physical Requirements
This position requires standing and walking for extended periods during the shift.
Front Desk Agents must be able to perform normal office and hotel duties, use computers and telephone equipment, bend and reach as necessary, and occasionally lift or move supplies and items associated with Front Desk operations.
What We're Looking For
Our ideal Front Desk Agent is someone who:
- Shows up on time and is ready to work.
- Greets guests instead of waiting for guests to initiate the interaction.
- Understands that the Front Desk should remain attended and guest-ready.
- Maintains a professional appearance and attitude.
- Takes ownership of guest concerns and follows through.
- Pays close attention to payments, reservations, and guest accounts.
- Communicates effectively with Housekeeping and Maintenance.
- Reads and completes shift pass-on information.
- Completes required checklists and assigned responsibilities.
- Is comfortable answering phones and speaking professionally with guests.
- Can handle a busy lobby while remaining calm and organized.
- Understands the importance of Marriott Bonvoy recognition and enrollment.
- Uses hotel systems and guest-service platforms consistently throughout the shift.
- Treats guests and coworkers respectfully.
- Looks for what needs to be done rather than waiting to be told.
- Understands that every guest interaction can impact the hotel's reputation and overall guest satisfaction.
Why Join JNR Management?
At JNR Management, we believe excellent hotel operations begin with employees who care about their guests, their property, and their team.
The Front Desk is the center of hotel communication and plays a major role in the guest experience. We value Front Desk Agents who are dependable, professional, attentive, and willing to take ownership of their responsibilities.
If you enjoy helping people, solving problems, working in a team environment, and creating positive guest experiences, we encourage you to apply.
Join the Residence Inn Boston Framingham team and help us make every guest feel welcomed, valued, and at home.
Pay: $18.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
