Guest Services Representative

2 weeks ago

Houston, Texas, United States Marriott International Full time
Additional Information Overnight shift, Night Auditor
Job Number
Job Category Rooms & Guest Services Operations
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Manage all guest arrivals by verifying reservations, allocating rooms, and issuing and activating room keys. Handle all forms of payment including room charges, cash, checks, debit, or credit. Process all guest departures, including resolving any late or disputed charges. Respond to, document, and manage all guest inquiries, messages, requests, questions, or concerns. Collaborate with Housekeeping to monitor room readiness for check-in. Communicate parking protocols to guests and coordinate with bell staff or valet staff 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 designated cashier and closing reports in the system. Cash guests' personal checks and traveler's checks. Count cash drawer at the start and end of the shift. Balance and drop receipts in accordance with accounting guidelines.

Adhere to all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to management. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; safeguard company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guest service needs; assist individuals with disabilities; express gratitude to guests with genuine appreciation. Communicate with others using clear and professional language; answer phones using appropriate etiquette. Develop 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 less than or equal 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 related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

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.

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 achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand's unique programming to life. We want 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 how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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