Guest Service Agent - Full Time

J W Marriott • Las Vegas, NV

4h

About The Position

The Guest Service Agent is responsible for greeting each guest, thanking and inviting them to come back. Agents are responsible to take ownership for any guest’s issues and help reach a resolution with the guest. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations.  Builds brand loyalty by living the JW Marriott Core Values.

Requirements

• High School diploma or GED
• 1–2 years in a front desk, concierge, or guest service role (preferably in a luxury or upscale hotel environment).
• Familiarity with Property Management Systems (PMS) like Opera, Amadeus, or similar.
• Experience providing personalized service to high-profile or VIP clientele.
• Proven ability to handle guest complaints and resolve issues promptly and professionally.
• Strong verbal and written communication skills; multilingual ability is a plus.
• Ability to interact professionally with guests and team members.
• Skilled in handling calls courteously, professionally, and efficiently.
• Knowledge of accurate cash handling, credit card processing, and reconciliation.
• Ensuring accuracy in reservations, billing, and guest requests.
• Resolving guest concerns promptly and effectively.
• Adherence to luxury service standards.
• Ability to anticipate guest needs and deliver tailored experiences.
• Promoting hotel services and amenities to enhance guest experience.
• Basic computer proficiency and knowledge of booking platforms.
• Ability to work varied shifts, weekends, and holidays.
• Must be able to read, write, and communicate effectively in English to perform essential job functions.
• Health Card
• TAM Card

Responsibilities

• Efficiently manage guest check-in and check-out processes, ensuring accuracy and a welcoming experience.
• Set up correct billing, verify payment methods, and confirm guest identity in compliance with hotel policies.
• Complete daily operational tasks, including room assignments, verifying cash reports, and other checklist items.
• Maintain proactive communication with guests and follow up on requests or concerns; collaborate effectively with other departments to ensure seamless service.
• Respond to all reasonable requests from management within the scope of the role and capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED