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Guest Services Representative

2 months ago

Bellevue, Washington, United States Marriott International Inc Full time
Additional Information
Shift Type Overnight
Job Category Rooms & Guest Services Operations
Schedule Full-Time
Remote Work? No
Relocation Assistance? No
Position Level Non-Management

POSITION OVERVIEW

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, handle guest requests for wake-up calls, and connect calls to the appropriate departments. Accurately receive, document, and relay messages. Log all guest inquiries or concerns into the system, contact the relevant department (e.g., Bell Services, Housekeeping), and follow up with guests to ensure their needs have been met satisfactorily. Provide guests with information regarding room features, property amenities, and local attractions.

Adhere to all company policies and procedures; maintain a clean and professional appearance; ensure confidentiality of sensitive information; and safeguard company resources. Greet and acknowledge all guests in accordance with company standards, anticipate and address service needs, assist individuals with disabilities, and express gratitude to guests sincerely. Communicate with others using clear and professional language, and answer phones with appropriate etiquette. Foster and maintain positive working relationships with colleagues, and collaborate 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 up to 10 pounds without assistance. Perform other reasonable job duties as assigned by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or equivalent.

Related Work Experience: No prior experience required.

Supervisory Experience: None required.

License or Certification: Not applicable.

The compensation range for this role 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, life insurance, disability coverage, accident insurance, adoption reimbursement, paid parental leave, educational assistance, a 401(k) plan, stock purchase options, discounts at company properties, commuter benefits, employee assistance programs, and childcare discounts. Benefits are subject to eligibility criteria, enrollment processes, waiting periods, contribution limits, and other conditions. Employees will accrue hours for every hour worked to be utilized for PTO/Vacation/Holiday/Sick leave.

Marriott International is an equal opportunity employer. We are dedicated to building 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.

At Westin, we strive to empower guests to regain control and enhance their well-being while traveling, ensuring they can be their best selves. To fulfill our mission of becoming the leading wellness brand in hospitality, we seek passionate and engaged associates to bring our unique programming to life. We encourage our associates to embrace their own well-being practices both on and off property. You are the ideal candidate if you are enthusiastic, active, and take pride in maintaining your well-being; you are optimistic and adventurous. Be where you can excel, begin your journey, belong to an exceptional global team, and become the best version of yourself.