Guest Service Agent - Marriott

Pyramid Global Hospitality • Chandler, AZ

13d • Onsite

About The Position

The Guest Service Agent is responsible for providing warm, professional, and personalized service to every guest throughout their stay. This position greets and registers guests, responds to guest requests and inquiries, resolves concerns, processes payments, and completes guest account transactions while maintaining the hotel’s Five-Star Service Standards. The Guest Service Agent serves as an important ambassador of the hotel and is expected to consistently create positive guest experiences while demonstrating professionalism, attention to detail, and a genuine commitment to guest satisfaction.

Requirements

• One (1) or more years of customer service or guest-facing experience is required.
• Must be available to work a flexible schedule, including mornings, evenings, overnight shifts, weekends, holidays, and other business needs.
• Ability to maintain confidentiality and protect guest and hotel information.
• Ability to stand and walk for extended periods and perform the physical requirements of the position with or without reasonable accommodation.
• Working knowledge of Microsoft Office products.

Nice To Haves

• Previous hospitality or hotel experience preferred.
• Experience with Marriott systems and/or hotel property management systems preferred.
• Previous experience with hotel property management systems, such as FSPMS, preferred.
• Marriott experience and knowledge of Marriott systems preferred.
• Strong organizational and problem-solving skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Demonstrated ability to work collaboratively and professionally with team members across all hotel departments.
• Ability to exercise sound judgment and discretion when evaluating situations and determining appropriate solutions.
• Strong attention to detail and accuracy when handling guest information, payments, and hotel transactions.
• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills with a genuine desire to exceed guest expectations.
• Must be self-directed, motivated, dependable, and professional.
• Ability to maintain a positive and professional demeanor during high-volume periods and challenging guest interactions.

Responsibilities

• Greet and welcome guests immediately with a warm, friendly, and sincere attitude.
• Provide professional, personalized service throughout the guest’s stay while consistently demonstrating Five-Star Service Standards.
• Use a positive, clear, and professional speaking voice; listen attentively to understand guest needs and respond with appropriate action.
• Provide accurate information regarding hotel services, outlet hours, amenities, local attractions, transportation, and other guest needs.
• Complete the guest registration and departure processes accurately and efficiently, including verifying guest information, number of occupants, room type, rate, payment information, and other pertinent details.
• Process guest payments, charges, adjustments, and account transactions in accordance with hotel procedures.
• Promptly and professionally answer the telephone and direct calls or requests to the appropriate department.
• Input guest messages and other pertinent information into the appropriate hotel systems and update guest profiles as needed.
• Retrieve and communicate messages and other information to guests in a timely manner.
• Retrieve and distribute guest mail, small packages, and other items as requested.
• Assist guests with special requests, reservations, transportation, directions, and other services.
• Listen carefully to guest concerns and take ownership of challenges from beginning to resolution.
• Handle guest complaints professionally, conducting appropriate research and utilizing available resources to determine effective solutions.
• Resolve or appropriately escalate concerns involving room rates, billing, room conditions, heating or air conditioning, service issues, and other guest concerns.
• Follow up with guests and appropriate departments to ensure concerns have been resolved and guest satisfaction has been achieved.
• Remain calm, professional, and alert during emergency situations, high-volume periods, and other challenging circumstances.
• Protect guest privacy and confidential information and follow all hotel security and safety procedures.
• Maintain accurate records and complete required Front Desk documentation.
• Communicate effectively with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to ensure seamless guest experience.
• Promote hotel amenities, services, and applicable Marriott programs and benefits when appropriate.
• Use sound judgment, discretion, and established procedures when making decisions or addressing guest needs.
• Maintain a clean, organized, and professional Front Desk environment.
• Attend required meetings and training programs and complete all required company, brand, and hotel training.
• Complete all other assignments, duties, and tasks assigned by the Front Office Manager or other hotel leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed