Guest Service Representative

Marriott•Honolulu, HI

About The Position

The Guest Service Representative position at Marriott International, specifically within The Luxury Collection Hotels & Resorts, involves a comprehensive range of front-desk and guest service duties. Key responsibilities include organizing, confirming, processing, and conducting all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. The role requires securing payments, verifying and adjusting billing, activating and filing room keys, and processing all guest requests and messages. Representatives are also responsible for printing contingency lists, explaining room features, providing directions and information about property amenities, services, hours of operation, and local areas of interest. Daily tasks include following up on outstanding requests, running and reviewing daily reports/logs, completing cashier and closing reports, accepting and recording wake-up call requests, and managing a cash bank at the beginning and end of each shift. The position also entails processing various payment types, vouchers, and charges, and notifying Loss Prevention/Security of any theft reports. Beyond operational tasks, the role emphasizes adherence to company policies and procedures, reporting unsafe conditions, maintaining a professional appearance, ensuring confidentiality, and protecting company assets. Representatives are expected to welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and express genuine appreciation. Effective communication skills are essential for interacting with guests and colleagues, developing positive working relationships, and supporting team goals. Marriott International is committed to being an equal opportunity employer, valuing diversity and inclusion, and fostering an environment where unique backgrounds are celebrated. The Luxury Collection, with its global portfolio of over 120 properties, aims to provide authentic experiences and seeks individuals who appreciate evocative storytelling, have a passion for local heritage, and are dedicated to delivering genuine, personalized, and anticipatory hospitality.

Requirements

Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Ability to speak with others using clear and professional language.
Ability to answer telephones using appropriate etiquette.
Appreciation for evocative storytelling.
Keen interest and passion for this destination's heritage.
Desire to deliver genuine, personalized, and anticipatory hospitality.

Responsibilities

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
Secure payment; verify and adjust billing.
Activate and file room keys.
Process all guest requests and relay messages.
Print contingency lists to have a record of all guests in case of emergency.
Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
Follow up on any outstanding requests or problems from the previous day and are resolved.
Run and review daily reports/logs.
Complete designated cashier and closing reports in the computer system.
Accept and record wake-up call requests and deliver to appropriate department.
Count bank at beginning and end of shift; secure bank.
Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
Notify Loss Prevention/Security of any guest reports of theft.
Follow all company policies and procedures.
Report accidents, injuries, and unsafe work conditions to manager.
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.
Perform other reasonable job duties as requested by Supervisors.