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Guest Services Representative
2 months ago
Job Category Rooms & Guest Services Operations
Schedule Full-Time
Position Type Non-Management
POSITION SUMMARY
Manage all guest arrivals by verifying reservations, allocating rooms, and issuing room keys. Handle various payment methods including room charges, cash, checks, debit, or credit. Oversee all guest departures, addressing any late or disputed charges. Respond to, document, and manage all guest inquiries, messages, requests, or concerns. Collaborate with Housekeeping to monitor room readiness for check-in. Communicate parking protocols to guests and coordinate with bell staff or valet as necessary. Provide guests with directions and information about the property and local attractions.
Generate daily reports (number of arrivals, departures), identify special requests, and verify report accuracy. Complete required cashier and closing reports in the system. Process personal checks and traveler's checks for guests. Count cash drawer at the start and end of shifts. Balance and submit receipts according to accounting guidelines.
Adhere to all company safety and security protocols; report accidents, injuries, and unsafe conditions to management. Follow all company policies and procedures; ensure uniform and personal appearance are professional; maintain confidentiality of proprietary information; safeguard company assets. Greet and acknowledge all guests according to company standards; anticipate and address service needs; assist individuals with disabilities; express gratitude to guests sincerely.
Communicate with others using clear and professional language; answer phones with appropriate etiquette. Foster and maintain positive working relationships with colleagues. Comply with quality assurance expectations and standards. Stand, sit, or walk for extended periods. Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance. Perform other reasonable job duties as requested by supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No prior experience required.
Supervisory Experience: None required.
License or Certification: None required.
Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and fostering an inclusive, people-first culture. We uphold non-discrimination on any protected basis, including disability and veteran status, or any other basis covered under applicable law.
At Marriott, we create exceptional experiences that leave a lasting impression on our guests. We attract top hospitality professionals who are dedicated to crafting memorable moments. Every day, we set the standard for luxury service worldwide, and we take pride in delivering excellence in guest care.
Your role will be to ensure that the Gold Standards of Marriott are delivered with grace and thoughtfulness daily. These standards guide us to continuously improve and uphold our reputation as a leader in luxury hospitality.
As part of our team, you will learn and embody the Gold Standards, including our Employee Promise, Credo, and Service Values. We promise to provide an environment where you can take pride in your work and your colleagues.
