Guest Service Agent

Marriott • Seattle, WA

11h

About The Position

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
This position offers health care benefits, retirement benefits, earned paid time off (including sick leave where applicable), life insurance, disability coverage, and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility waiting period, contribution, and other requirements and conditions.

Washington Applicants Only: Employees will accrue a 0.0346 paid sick leave balance and a 0.019 PTO balance for every hour worked and be eligible to receive minimum of 5 holidays annually.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work,​ begin your purpose, belong to an amazing global​team, and become the best version of you.

Nice To Haves

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

Responsibilities

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.
• Follow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Protect company assets
• Welcome and acknowledge all guests according to company standards
• Anticipate and address guests’ service needs
• Assist individuals with disabilities
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Answer telephones using appropriate etiquette
• Develop and maintain positive working relationships with others
• Support team to reach common goals
• Comply with quality assurance expectations and standards
• Read and visually verify information in a variety of formats
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• Perform other reasonable job duties as requested by Supervisors

Benefits

• health care benefits
• retirement benefits
• earned paid time off (including sick leave where applicable)
• life insurance
• disability coverage
• other life and work wellness benefits

What This Job Offers

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