Guest Services Representative

1 week ago

Greenville, South Carolina, United States Marriott Greenville Full time
Key Responsibilities
  • Provide exceptional service to all guests by creating a welcoming atmosphere, which includes greeting and acknowledging each guest, maintaining high standards, and demonstrating comprehensive product knowledge.
  • Empowered to ensure complete guest satisfaction, exhibiting hospitality and professionalism consistently, while representing Marriott Greenville with pride and ensuring all guest interactions are conducted ethically and legally.
  • Understand and implement all safety and security protocols to maintain a secure environment for both guests and staff. In case of emergencies, ensure medical assistance is sought if necessary and notify management promptly.
  • Foster positive relationships with all associates to cultivate a supportive and collaborative work environment.
Essential Functions
  • Welcome guests promptly with a friendly demeanor, maintaining eye contact and using a clear, positive voice. Listen attentively to guest requests and respond appropriately.
  • Utilize operational and sales techniques to optimize occupancy rates and achieve maximum revenue, ensuring staff is aligned with these goals. Provide accurate information about hotel amenities and services.
  • Manage cash transactions in accordance with accounting standards, ensuring compliance with all financial procedures.
  • Maintain effective communication with the Front Office and other departments, staying informed about front office operations and hotel-wide issues. Attend scheduled meetings and report any concerns or suggestions to management.
  • Adhere to safety and emergency protocols, responding appropriately to any incidents and addressing hazards promptly. Follow security measures for handling guest room keys and protecting guest information.
  • Operate front office technology, including telephones and computer systems, as well as other equipment such as fax machines.
  • Efficiently complete the guest registration process, inputting and retrieving information accurately, confirming guest details, and providing room keys and necessary documentation. Close out guest accounts upon check-out and manage registration records appropriately.
  • Verify and process credit card transactions using electronic methods, handle cash and other forms of payment, and post charges to guest accounts as per established procedures.
  • Provide safety deposit box services to guests in line with hotel policies.
  • Answer phone calls promptly with a pleasant tone, taking messages accurately and communicating them to guests. Manage mail and packages for guests as needed.
  • Address and resolve guest complaints and issues swiftly, documenting solutions and informing management of any unresolved matters.
Additional Responsibilities
  • Adhere to company service standards as outlined for Marriott Greenville.
  • Project a positive image of Marriott Greenville to the public consistently.
  • Execute all responsibilities efficiently and in accordance with company policies to meet the objectives of the role.
  • Treat all guests, vendors, and colleagues with respect and professionalism.
  • Complete required training in departmental, company, and brand standards.
  • Maintain a professional appearance at all times.
  • Be flexible with work hours, including evenings, weekends, and holidays.
  • Management reserves the right to assign or reassign duties and responsibilities as necessary.
Disclaimer
The statements above are intended to outline the general nature and level of work performed by individuals in this role. They are not exhaustive and may include additional responsibilities as needed.

Qualifications
To succeed in this position, candidates must demonstrate the ability to perform each essential duty satisfactorily. The qualifications listed are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made for individuals with disabilities.

Experience/Education
A high school diploma or equivalent education and experience is preferred.

Certificates & Licenses
A valid state driver's license is required for those driving company vehicles or required to drive as part of their job. Additional certifications may be required by brand standards or state law.

Computer Skills
Proficiency in computer skills as required by brand and company standards.

Language Ability
Ability to communicate effectively with customers and associates, both verbally and in writing.

Math Ability
Ability to perform basic mathematical calculations.

Reasoning Ability
Ability to solve basic problems and recognize when to seek managerial assistance.

Work Environment
The characteristics of the work environment described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

Physical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. While performing the duties of this job, the associate may occasionally lift up to 40 pounds, frequently communicate verbally, and consistently walk and stand for extended periods. Vision is necessary for tasks such as viewing computer screens and reading documents.

Marriott Greenville is an Equal Opportunity Employer. All applicants are subject to background checks and drug screening prior to employment.

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