Guest Service Representative

2 days ago

San Francisco, California, United States Marriott Full time
Job Summary

We are seeking a highly skilled Guest Service Representative to join our team at W Hotels. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Organize and confirm guest check-ins and check-outs, room reservations, requests, changes, and cancellations.
  • Secure payment and verify and adjust billing as necessary.
  • Activate and file room keys, process all guest requests, and relay messages.
  • Print contingency lists to maintain a record of all guests in case of emergency.
  • Identify and explain room features to guests, supply directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
  • Follow up on any outstanding requests or problems from the previous day and resolve them.
  • 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 the appropriate department.
  • Count bank at the beginning and end of shift, secure bank, and process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Provide change and 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.
  • Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
  • Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
  • Speak with others using clear and professional language, answer telephones using appropriate etiquette, and develop and maintain positive working relationships with others.
  • Support team to reach common goals, comply with quality assurance expectations and standards, and stand, sit, or walk for an extended period of time.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance, and perform other reasonable job duties as requested by Supervisors.
Benefits

We offer a competitive salary of $32.06 per hour, as well as health care benefits, retirement benefits, earned paid time off and/or sick leave, life insurance, disability coverage, and other life and work wellness benefits.

Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and sustaining an inclusive, people-first culture.

We believe in non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state, and local law.

We are a place to experience life, where we ignite curiosity, expand worlds, and open doors and open minds.

We are a tuned-in, up-for-anything spirit, renowned for reinventing the norms of luxury around the globe.

Our culture and service philosophy, Whatever/Whenever, brings our guests' passions to life.

We are a portfolio of brands with Marriott International, 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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