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Guest Service Representative

2 months ago

Odessa, Texas, United States Marriott Hotels Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at Marriott Hotels. As a key member of our front desk team, you will be responsible for delivering exceptional customer service and ensuring a memorable experience for our guests.

Key Responsibilities
  • Provide warm and welcoming greetings to guests, using the 5/10 rule to ensure a personalized experience.
  • Manage guest check-ins and check-outs, ensuring accuracy and efficiency in all Property Management System functions.
  • Respond to guest requests and inquiries in a timely and professional manner, attending to any complaints and taking service recovery measures as needed.
  • Make reservations over the phone, using proper sales techniques to maximize revenue and occupancy levels.
  • Stay up-to-date on events, including groups and meeting room usage, to effectively handle all foreseen situations.
  • Maintain clear and efficient communication and coordination with housekeeping and other departments regarding room status, including maintenance deficiencies.
  • Anticipate and address guests' service needs, responding to guest requests and inquiries promptly and in a professional manner.
  • Process credit card payments securely, following all security protocols.
  • Responsible for maintaining and recording accurate documentation regarding registration, changes, charges, customer service logs, and maintenance issues.
  • Follow and complete the appropriate shift checklist, ensuring hotel keys are distributed to the appropriate parties and guest privacy is maintained.
  • Ensure a safe, secure, and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.
  • Be knowledgeable about the hotel's marketing program, specials, and packages, using sales techniques to upsell rooms and maximize revenue and occupancy levels.
Requirements
  • High School Diploma or GED required.
  • Experience in Guest Services.
  • Excellent communication, customer service, and time management skills.
  • Able to organize, plan ahead, and manage workload.
  • A team player, yet able to work independently.
  • Ability to work effectively in a fast-paced environment.
  • Computer skills, specifically Microsoft Office and use of the internet.
Physical, Mental, and Environmental Demands
  • Be able to stand for extended periods of time.
  • Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.
  • Be able to bend, reach, kneel, pivot, and grip items while working at assigned desk area.
  • Must have the manual dexterity and coordination to operate all office equipment.
  • Must be able to adjust to changing priorities and simultaneously complete multiple assignments despite interruptions.
Language

English