Guest Service Representative

Guest Service & Hospitality

• Greet and assist guests with a warm, professional, and brand-standard Marriott welcome
• Perform guest check-ins and check-outs efficiently while ensuring accuracy and privacy
• Handle guest inquiries, requests, and complaints promptly to ensure a positive guest experience
• Resolve service issues calmly and professionally, escalating when necessary
• Communicate hotel amenities, policies, loyalty benefits, and local information clearly
• Deliver personalized service to Marriott Bonvoy members and recognize elite status benefits

• Operate the front desk during evening hours, including high-volume check-in periods
• Balance guest needs with operational efficiency during shift transitions
• Coordinate with housekeeping, maintenance, and security to address guest needs
• Monitor room availability, late arrivals, and no-shows
• Prepare shift reports and communicate important information to night audit staff
• Maintain a clean, organized, and professional front desk area

• Use FOSSE to check guests in and out accurately
• Assign and change room types as needed based on availability
• Post room charges, incidentals, and adjustments correctly
• Manage reservations, extensions, cancellations, and room moves
• Review guest profiles and notes to ensure accurate service delivery
• Handle cash, credit card transactions, and folios according to Marriott standards

• Process payments, refunds, and authorizations accurately
• Balance cash drawer and complete end-of-shift paperwork
• Follow Marriott brand standards, safety procedures, and data privacy guidelines
• Adhere to PCI compliance and company policies

• Manage late check-ins and special guest requests
• Ensure smooth handoff to night audit team
• Monitor lobby activity and support guest safety during evening hours
• Maintain professionalism during peak and overnight transition periods