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Guest Services Representative

2 months ago

Chandler Arizona, United States Marriott Phoenix Chandler Full time

About Our Company:
At Marriott Phoenix Chandler, we prioritize our people.

We are committed to fostering a supportive and inclusive workplace that champions diversity, personal growth, and overall wellbeing.

Our dedication to a People First culture is evident in our employee development initiatives, comprehensive benefits, and our focus on nurturing meaningful relationships.

We offer a variety of employment benefits, including extensive health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs, local discounts, and special rates for hotel stays.

Moreover, we are devoted to providing continuous training and development opportunities to empower our team members to enhance their skills and knowledge for career advancement.

Whether you are embarking on your journey in the hospitality sector or are an experienced professional, Marriott Phoenix Chandler provides a collaborative and encouraging work environment that promotes growth and success across our properties.

Join us and discover the advantages of being part of a company that values its employees and is dedicated to delivering exceptional guest experiences.



Location Overview:
Our hotel, located in Chandler, is the latest Full-Service Marriott in Arizona, featuring 264 guest rooms and over 21,000 square feet of event space, including the largest ballroom in Chandler.

Our on-site dining options include Proof '19, offering handcrafted cocktails and local cuisine, as well as a Starbucks Café for your morning needs.

The hotel boasts modern decor and is strategically located near major employers in the area.


Position Summary:
We require candidates with OPEN AVAILABILITY, particularly on weekends. This role will involve varying start and end times.

Job Responsibilities:


The Guest Services Representative will welcome and register guests, provide prompt and courteous service, and finalize guest accounts upon their departure, adhering to our Five Star Service Standards.


Experience Required:
Candidates should have at least one (1) year of relevant guest service experience, preferably in the hospitality industry.

Key Responsibilities:
The primary duties of the Guest Services Representative include but are not limited to:

- Warmly greet guests with a friendly and sincere welcome.


- Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding hotel amenities and local attractions.


- Efficiently complete the registration process by entering and retrieving information from our computer system, confirming details such as guest count and room rates.

- Promptly answer phone calls with positive and clear communication.

- Input messages into the system and update guest profiles.

- Retrieve messages and relay the content to guests.

- Collect mail, small packages, and faxes for guests as requested.

- Address guest complaints, conducting thorough research to develop effective solutions and negotiate outcomes.

- Listen attentively and provide assistance to resolve issues such as pricing discrepancies or comfort concerns.

- Take ownership of guest challenges and ensure satisfaction through follow-up.

- Maintain composure and alertness during emergencies and busy periods.

- Plan and implement detailed steps using sound judgment and discretion.

- Complete any additional tasks assigned by the Front Desk Manager.

Qualifications:
In addition to fulfilling key responsibilities, candidates may be required to possess a combination of the following skills and experiences:

- Familiarity with property management software, such as FSPMS, is preferred.

- Strong organizational and analytical skills, with the ability to multitask and prioritize in a fast-paced environment.

- Proven ability to work collaboratively within a team.

- Capability to exercise sound judgment in evaluating situations and utilizing appropriate resources.

- Self-motivated with exceptional customer service and interpersonal skills.

- Proficiency in all Microsoft Office applications.

- Availability to work mornings, evenings, weekends, and holidays.

Marriott Phoenix Chandler is an equal opportunity employer, promoting diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, veteran status, or any other status protected by law.