Reservations and Guest Services Representative

3 weeks ago


Detroit, Michigan, United States Marriott International Inc Full time
Role Overview

The Reservations and Guest Services Representative will be responsible for handling all aspects of guest reservations and services, including check-ins/check-outs, room assignments, and requests. The ideal candidate will have excellent communication and problem-solving skills, as well as the ability to work well under pressure.

The estimated salary for this role is $55,000 - $65,000 per annum, based on location and experience. This includes benefits such as health insurance, retirement plans, and paid time off.

About the Job:

  • Organize and confirm guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
  • Secure payment; verify and adjust billing.
  • Activate and file room keys.
  • Process all guest requests and relay messages.
  • Print contingency lists to have a record of all guests in case of emergency.
  • Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation.
  • Run and review daily reports/logs.
  • Complete designated cashier and closing reports in the computer system.
  • Accept and record wake-up call requests and deliver to appropriate department.
  • Count bank at beginning and end of shift; secure bank.
  • Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
  • 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.
  • Stand, sit, or walk for an extended period of time.


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