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Guest Services Representative

2 months ago

Chandler, Arizona, United States Marriott Phoenix Chandler Full time

About Us:

At Marriott Phoenix Chandler, we prioritize our people. Our organization is committed to fostering a supportive and inclusive work atmosphere that champions diversity, personal growth, and overall wellbeing. Our dedication to a People First culture is evident in our employee development initiatives, comprehensive benefits, and our focus on nurturing meaningful relationships. We provide a variety of employment benefits, including extensive health insurance, retirement plans, and paid time off, along with unique perks such as on-site wellness programs and discounts on local services. Additionally, we are devoted to offering continuous training and development opportunities to empower our team members to enhance their skills and knowledge for career advancement. Whether you are new to the hospitality sector or a seasoned expert, Marriott Phoenix Chandler provides a collaborative and encouraging work environment that promotes growth and success across our numerous properties worldwide.

Location Overview:
The Marriott Phoenix Chandler is situated in Chandler, a vibrant suburb of Phoenix, and is the latest Full-Service Marriott in Arizona. Our hotel boasts 264 guest rooms and over 21,000 square feet of event space, featuring the largest ballroom in Chandler. Guests can enjoy Proof 19, which offers handcrafted cocktails, local beers, and Southwest cuisine, while our Proudly Brew Starbucks Café serves a variety of breakfast options.

Position Overview:
Availability: Candidates must have open availability, particularly on weekends, as this role will involve various start and end times.

Job Summary:
The Guest Services Representative will warmly welcome and register guests, deliver prompt and courteous service, and finalize guest accounts upon their departure, upholding our Five Star Service Standards.

Experience Required:
Applicants should possess at least one year of relevant guest service experience, preferably within the hospitality industry.

Key Responsibilities:
The primary duties of the Guest Services Representative include, but are not limited to:

  • Greet guests immediately with a friendly and sincere welcome.
  • Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
  • Complete the registration process efficiently by inputting and retrieving information from our computer system, confirming essential details such as the number of guests and room rates.
  • Promptly answer phone calls with positive and clear communication.
  • Input messages into the system and update guest profiles accordingly.
  • Retrieve messages and communicate their content to guests.
  • Collect mail, small packages, and faxes for guests upon request.
  • Address guest complaints, conducting thorough research to develop effective solutions and negotiate outcomes.
  • Listen attentively and extend assistance to resolve issues such as pricing discrepancies or temperature control concerns.
  • Take ownership of guest challenges and ensure their satisfaction by following through on resolutions.
  • Remain calm and alert, especially during emergencies and busy periods.
  • Plan and implement detailed steps using sound judgment and discretion.
  • Complete additional assignments and tasks as directed by the Front Desk Manager.

Qualifications:
In addition to fulfilling key responsibilities, candidates may be required to possess a combination of the following skills and experiences:

  • Experience with property management software, such as FSPMS, is preferred.
  • Strong organizational and analytical skills, with the ability to multitask and prioritize in a fast-paced environment.
  • Demonstrated ability to work cohesively within a team.
  • Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
  • Self-directed and motivated, with exceptional customer service and interpersonal skills.
  • Proficiency in all Microsoft Office suite products.
  • Willingness to work mornings, nights, weekends, and holidays.

Marriott Phoenix Chandler is an equal opportunity employer, promoting diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.