Guest Services Representative

2 weeks ago

Bellevue, Washington, United States Marriott International Inc Full time

Job Overview

POSITION SUMMARY

Respond to, document, and manage all guest inquiries, requests, or issues through various communication channels including phone, email, chat, and mobile devices. Operate the telephone switchboard, manage guest requests for wake-up calls, and facilitate connections to the appropriate departments. Accurately receive, record, and relay messages.

Log all guest inquiries or concerns into the system, contact the relevant department (e.g., Bellperson, Housekeeping), and follow up with guests to ensure their needs have been addressed satisfactorily.

Provide guests with information regarding room features, property amenities, and local attractions. May handle room service orders, respond to menu inquiries, and document transactions in the point-of-sale system. Assist guests with internet access and in-room entertainment options.


Adhere to all company policies and procedures; maintain a clean and professional appearance; safeguard proprietary information; and protect company assets.

Welcome and acknowledge all guests in accordance with company standards, anticipate and address guests' service needs, assist individuals with disabilities, and express genuine appreciation to guests.

Communicate with others using clear and professional language, and answer telephones with appropriate etiquette. Foster and maintain positive working relationships with colleagues, and collaborate with the team to achieve common objectives. Comply with quality assurance expectations and standards.

Read and visually verify information in various formats; stand, sit, or walk for extended periods or throughout the entire shift.

Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance. Perform other reasonable job duties as assigned by Supervisors.

PREFERRED QUALIFICATIONS

Education:
High school diploma or G.E.D. equivalent.

Related Work Experience:
No related work experience required.

Supervisory Experience:
No supervisory experience required.

License or Certification:
None


The pay range for this position is $25.40 per hour with an additional shift differential of $1.00 per hour.

This position includes benefits such as medical, dental, vision, flexible spending accounts for healthcare and dependent care, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance programs, and childcare discounts.

Benefits are subject to terms and conditions, which may include eligibility rules, enrollment processes, waiting periods, contribution limits, exclusions, and other factors.

Employees will accrue hours for every hour worked to be used for PTO/Vacation/Holiday/Sick leave.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and fostering an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, including disability and veteran status, or any other basis covered under applicable law.


About the Team


At Westin, we are dedicated to empowering guests to regain control and enhance their well-being while traveling, ensuring they can be the best version of themselves.

To fulfill the brand mission of becoming the leading wellness brand in hospitality, we require passionate and engaged associates to bring the brand's unique offerings to life.

We encourage our associates to embrace their own well-being practices both on and off property.

You are the ideal Westin candidate if you are passionate; you are active and take pride in maintaining your well-being; you are optimistic; you are adventurous.

Be where you can perform at your best, begin your purpose, belong to an exceptional global team, and become the best version of yourself.

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