Guest Service Agent -TownePlace Suites

Marriott•New York, NY

About The Position

The Guest Service Agent delivers warm, efficient, and professional front desk service throughout guest interactions, including check-in, check-out, and requests during a stay. The role serves as the primary contact for guest inquiries and concerns, provides personalized hospitality, and coordinates with hotel departments to meet guest needs. The agent also handles reservations and property-management-system transactions, shift reporting, safety and security procedures, and front desk administrative duties. The position requires a flexible schedule that may include overnight shifts, weekends, and holidays.

Requirements

Ability to perform the essential functions of the position, with or without reasonable accommodation.
Ability to work a flexible schedule, including overnight shifts, weekends, and holidays, as business needs require.
Ability to stand for extended periods, up to eight hours per shift.
Ability to lift and carry items up to 25 lbs.

Responsibilities

Welcome guests and complete accurate check-in and check-out procedures.
Verify guest identification, process payments, and issue room keys in accordance with hotel security policies.
Communicate room types, rates, amenities, hotel policies, and local information to guests.
Handle early arrivals, late check-outs, room upgrades, and special requests.
Respond to guest inquiries and requests in person, by phone, and through internal messaging systems.
Resolve guest complaints promptly and empathetically, escalating unresolved matters to the Manager on Duty when necessary.
Anticipate guest needs, provide personalized service, and promote hotel amenities, services, and local attractions.
Create, modify, and cancel reservations using the hotel’s property management system.
Process walk-in guests and manage room inventory to support occupancy and revenue.
Reconcile room-status reports with Housekeeping and communicate discrepancies.
Post charges, apply adjustments, reconcile shift cash and credit, and run and distribute required reports.
Coordinate with Housekeeping, Maintenance, and other departments to fulfill guest needs.
Record guest requests, complaints, incidents, wake-up calls, do-not-disturb requests, and special notes in logs or communicate them to relevant departments.
Support the Manager on Duty as a communication hub across hotel departments during the shift.
Follow security protocols, know emergency procedures, and respond appropriately to emergencies.
Comply with brand standards, hotel policies, and applicable regulations; report suspicious activity, hazards, and maintenance issues to management.
Keep the front desk, lobby, and surrounding common areas clean, organized, and presentable.
Complete shift paperwork, reports, and logs accurately and on time.
Answer and direct incoming calls professionally.
Receive, securely store, and log guest packages, mail, and lost-and-found items.
Assist with administrative tasks and perform other duties as assigned.
Stand for extended periods, up to eight hours per shift, and lift and carry items up to 25 lbs.