Guest Service Representative
3 weeks ago
Job Summary
We are seeking a highly skilled Guest Service Representative to join our team at Marriott Hotels. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.
Key Responsibilities
- Organize and confirm guest check-ins and check-outs, room reservations, requests, changes, and cancellations.
- Secure payment and verify billing.
- Activate and file room keys.
- Process guest requests and relay messages.
- Print contingency lists for emergency situations.
- Identify and explain room features to guests.
- Supply guests with directions and information about property amenities, services, and hours of operation.
- Follow up on outstanding requests or problems from the previous day.
- Run and review daily reports and logs.
- Complete designated cashier and closing reports.
- Accept and record wake-up call requests.
- Count bank at the beginning and end of shift.
- Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Provide change and notify Loss Prevention/Security of any guest reports of theft.
Requirements
- Follow all company policies and procedures.
- Report accidents, injuries, and unsafe work conditions to manager.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests' service needs.
- Assist individuals with disabilities.
- Thank guests with genuine appreciation.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others.
- Support team to reach common goals.
- Comply with quality assurance expectations and standards.
About Marriott
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
As a host with Marriott Hotels, you will help keep the promise of 'Wonderful Hospitality. Always.' by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.
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