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Guest Services Agent

3 months ago

Owings Mills, United States Marriott Owings Mills Metro Centre Full time
Description

As a Guest Services Agent you will be the first point of contact for our guests, providing exceptional customer service and ensuring their stay is comfortable and enjoyable. This role requires excellent communication skills, attention to detail, and the ability to handle various tasks simultaneously in a fast-paced environment.

RESPONSIBILITIES

  • Greet guests with a warm and welcoming attitude, providing outstanding customer service at all times.
  • Check-in and check-out guests efficiently, ensuring accurate information is collected and recorded.
  • Provide guests with information about hotel facilities, services, and local attractions.
  • Handle guest inquiries, requests, and complaints promptly and professionally, resolving any issues to ensure guest satisfaction.
  • Maintain an organized and tidy front desk area, ensuring all necessary supplies are stocked.
  • Operate the hotel's reservation system to make and modify guest bookings as needed.
  • Collaborate with other hotel departments to ensure a seamless guest experience.
  • Follow hotel policies and procedures, including security and safety protocols.
  • Assist with administrative duties, such as answering phone calls, responding to emails, and handling cash transactions.

    QUALIFICATIONS

    • Previous experience in a customer service role, preferably in a hotel or hospitality setting.
    • Excellent interpersonal and communication skills, both verbal and written.
    • Strong problem-solving abilities and the ability to remain calm under pressure.
    • Proficient in using computer systems, including reservation and payment software.
    • Ability to multitask and prioritize tasks effectively.
    • Flexibility to work various shifts, including weekends and holidays.
    • A positive and professional attitude, with a genuine desire to assist guests.
    • Knowledge of local attractions and amenities is an advantage.

      NOTE:

      This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

      Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

      Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

      The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

      Source: Hospitality Online