Guest Service Representative

Marriott•Romulus, MI

12d

About The Position

The Guest Service Representative organizes, confirms, processes, and conducts guest check-ins and check-outs, room reservations, requests, changes, and cancellations. The role secures payments, verifies and adjusts billing, activates and files room keys, processes guest requests, relays messages, and provides information about room features, property amenities and services, operating hours, directions, and local points of interest. The representative follows up on outstanding requests or problems from the previous day and maintains emergency guest records through contingency lists. The position runs and reviews daily reports and logs, completes cashier and closing reports in the computer system, records wake-up call requests for the appropriate department, and counts and secures the bank at the beginning and end of the shift. It processes payment types, adjustment and correction vouchers, paid-outs, miscellaneous charges, and change, and notifies Loss Prevention/Security of guest reports of theft. The representative follows company policies and procedures, reports accidents, injuries, and unsafe conditions to a manager, maintains a clean and professional appearance, protects confidential information and company assets, and provides courteous, professional service. The role requires clear communication, appropriate telephone etiquette, positive working relationships, teamwork, and compliance with quality assurance expectations and standards. Other reasonable duties may be assigned by Supervisors.

Requirements

Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Clear and professional communication and appropriate telephone etiquette.
Ability to follow company policies and procedures and comply with quality assurance expectations and standards.

Responsibilities

Organize, confirm, process, and conduct guest check-ins and check-outs, room reservations, requests, changes, and cancellations.
Secure payments and verify or adjust billing.
Activate and file room keys; process guest requests and relay messages.
Print contingency lists to maintain a record of guests in case of emergency.
Explain room features and provide information and directions about property amenities, services, operating hours, and local areas of interest.
Follow up on outstanding requests or problems from the previous day.
Run and review daily reports and logs, and complete designated cashier and closing reports in the computer system.
Accept and record wake-up call requests and deliver them to the appropriate department.
Count the bank at the beginning and end of the shift and secure it.
Process payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
Notify Loss Prevention/Security of guest reports of theft.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to a manager.
Maintain a clean and professional uniform and personal appearance; maintain confidentiality and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak clearly and professionally and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships and support the team in reaching common goals.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by Supervisors.