Guest Services Representative - Front Desk

• Welcome and assist guests with exceptional customer service throughout their stay
• Address guest complaints and requests promptly and effectively
• Check guests in and out efficiently and in a welcoming manner
• Utilize the Fosse system for posting guest charges, billing, payments, and cash-handling procedures
• Manage guest mail and messages following established protocols
• Demonstrate proficiency in the Marriott Bonvoy Loyalty Program
• Develop a thorough understanding of hotel staff, room rates, amenities, and sales strategies
• Efficiently handle reservation requests and room assignments
• Answer incoming calls with proper telephone etiquette
• Accommodate special requests and block rooms as needed
• Monitor room availability and manage safe deposit box procedures
• Familiarize yourself with emergency and security protocols
• Provide information on local attractions and areas
• Effectively handle wake-up call requests
• Uphold guest room cleaning standards and lobby cleanliness
• Complete training on the Marriott Global Source platform
• Perform shift start-up and end duties, including cash handling
• Maintain the balance of credit cards, cash, and change funds throughout the shift
• Report guest or system issues promptly to management
• Communicate relevant information to incoming staff and management
• Notify maintenance of any required maintenance tasks
• Inform housekeeping of changes in guest itineraries
• Support marketing efforts by completing Company Tracking tasks
• Adhere to proper uniform standards consistently
• Willingness to train in making Starbucks drinks at the 24-hour Starbucks on-site
• Practice safety protocols at all times
• Ability to lift luggage or packages up to 40 lbs
• Adherence to company work rules, procedures, and policies
• Perform additional assigned duties within capabilities
• Previous experience with the Fosse system is advantageous
• Maintain the cleanliness and presentation of the lobby and desk area
• Open availability is a requirement

• Must be available to work flexible hours, including weekends and holidays
• Reliable transportation is required for commuting to and from work
• Excellent verbal and written communication skills are necessary to effectively interact with guests
• Dedicated to ensuring guest satisfaction and providing exceptional service
• Proficient in handling guest complaints and resolving issues promptly
• Capable of responsibly managing cash transactions
• Must possess an outgoing personality and maintain a friendly demeanor
• Adherence to Marriott standards for service excellence is expected
• Ability to work effectively in a team environment

Courtyard