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Guest Services Representative

2 months ago

Greenville, South Carolina, United States Marriott Greenville Full time
Key Responsibilities
  • Deliver exceptional service to every guest by fostering a welcoming atmosphere, which includes greeting and acknowledging all guests, maintaining high standards, and possessing comprehensive product knowledge.
  • Empowered to ensure complete guest satisfaction, exhibiting hospitality and professionalism consistently, while taking pride in representing Marriott Greenville and ensuring all guest interactions are conducted ethically and legally.
  • Understand and implement all safety and security protocols to maintain a secure environment for both staff and guests. In case of emergencies, ensure immediate medical assistance is sought and notify management promptly.
  • Foster positive relationships with all associates to promote a collaborative and supportive workplace.
Essential Duties
  • Warmly greet guests upon arrival, maintaining eye contact and utilizing a friendly tone. Actively listen to guest requests and respond appropriately.
  • Utilize operational and sales strategies to optimize occupancy rates and achieve the highest possible average rates, ensuring that all staff are aligned with these goals. Provide accurate information and promote hotel amenities effectively.
  • Manage cash handling in accordance with accounting standards and procedures.
  • Maintain effective communication within the Front Office and across all hotel departments, staying informed about front office operations and attending scheduled meetings. Keep management updated on any concerns or suggestions.
  • Adhere to safety and emergency protocols, responding appropriately during crises and addressing hazards promptly. Follow security measures regarding guest room keys and the protection of sensitive guest information.
  • Proficiently operate front office technology, including telephone systems and computers.
  • Efficiently complete the guest registration process, verifying essential information such as guest count, payment methods, and duration of stay. Provide guests with their room keys and relevant documentation upon check-in.
  • Process credit card authorizations and handle various forms of payment while maintaining accurate financial records.
  • Facilitate access to safety deposit boxes for guests in line with established hotel policies.
  • Answer incoming calls promptly with a pleasant demeanor, recording messages accurately and relaying them to guests as needed. Manage mail and package deliveries for guests.
  • Actively listen to guest concerns and resolve issues promptly, documenting solutions and informing management of any unresolved complaints.
Additional Responsibilities
  • Adhere to Marriott Greenville's Standards of Service at all times.
  • Project a positive image of the hotel to the public consistently.
  • Execute all tasks efficiently and in accordance with company policies to meet the objectives of the role.
  • Treat all guests, vendors, and colleagues with respect and professionalism.
  • Complete all required training as assigned by the department and brand standards.
  • Maintain a professional appearance at all times.
  • Be flexible with work hours, including evenings, weekends, and holidays.
  • This job description does not limit management's right to assign or reassign duties and responsibilities as needed.
Disclaimer
The statements above are intended to outline the general nature and level of work performed by individuals in this role. They are not exhaustive of all responsibilities, duties, and skills required. Employees may be asked to perform additional tasks as necessary.

Qualifications
To succeed in this role, candidates must be able to fulfill each essential duty effectively. The requirements listed are representative of the knowledge, skills, and abilities necessary. Reasonable accommodations may be made for individuals with disabilities.

Experience/Education
A high school diploma or equivalent education and experience is preferred.

Certificates & Licenses
A valid state driver's license is required for those driving company vehicles or required to drive as part of their job.

Computer Skills
As required by brand and company standards.

Language Ability
Ability to communicate effectively with customers and associates, both verbally and in writing.

Math Ability
Ability to perform basic mathematical calculations.

Reasoning Ability
Ability to solve basic problems and know when to seek managerial assistance.

Work Environment
The characteristics of the work environment described here are representative of those an associate may encounter while performing essential job functions. Reasonable accommodations may be made for individuals with disabilities.

Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. While performing the duties of this job, the associate may occasionally lift up to 40 pounds and is frequently required to talk, hear, walk, and stand for extended periods. The associate must also use their hands to operate a computer and must have visual acuity to perform tasks such as reading and viewing a computer screen.

Marriott Greenville is an Equal Opportunity Employer. All applicants are subject to background checks and substance abuse screening prior to employment.