Guest Services Representative - Front Desk
Job Description
Job Description
As a Guest Services Representative at the front desk, you'll be the welcoming face of Courtyard by Marriott, delivering exceptional service and creating memorable experiences for our guests. You'll provide prompt, friendly, and well-informed support, ensuring every guest feels valued and understood. Working with us means being part of a team that prioritizes innovation, employee development, and collaboration. We're committed to your growth and offer opportunities for career advancement in a vibrant and supportive work environment.
At Courtyard by Marriott, we believe in balancing work and life, providing competitive compensation packages, and fostering an inclusive culture where everyone feels at home. Your role is crucial in maintaining the warmth and excellence our guests have come to expect, and we're excited to support you in exceeding those standards. If you're ready to bring your enthusiasm and dedication to our team, let's move forward together.
Compensation:
$14 hourly
Responsibilities:
- 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
Qualifications:
- 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
About Company
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