Guest Service Representative

Marriott•Los Angeles, CA

5d•Onsite

About The Position

This role involves managing all aspects of guest check-ins and check-outs, processing reservations, requests, changes, and cancellations. The representative will handle payments, verify billing, activate and file room keys, and relay messages. They will also be responsible for maintaining guest records in case of emergencies, explaining room features, and providing information about property amenities and local attractions. Follow-up on outstanding requests and resolving issues from the previous day are key. Daily reports and logs need to be reviewed, and cashier and closing reports completed in the computer system. The role includes managing wake-up call requests, handling various payment types, and reporting any theft to Loss Prevention/Security. Additionally, the representative must adhere to company policies, maintain a professional appearance, protect company assets, and foster positive working relationships. This position requires standing, sitting, or walking for extended periods and the ability to lift objects weighing up to 10 pounds.

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.
Maintain confidentiality of proprietary information.
Protect company assets.
Ensure uniform and personal appearance are clean and professional.
Speak with 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.

Nice To Haves

Experience in a hotel or customer service environment.
Familiarity with hotel reservation systems.
Basic math skills for handling payments and balancing a cash drawer.

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.
Stand, sit, or walk for an extended period of time.
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.