Guest Service Representative

Marriott•Denver, CO

3h•Onsite

About The Position

This role involves organizing, confirming, processing, and conducting all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. The representative will secure payment, verify and adjust billing, activate and file room keys, and process all guest requests and relay messages. They will also print contingency lists for emergency preparedness, identify and explain room features, supply guests with directions and information about property amenities, services, hours of operation, and local areas of interest. Additionally, the role requires following up on outstanding requests or problems from the previous day, running and reviewing daily reports/logs, completing designated cashier and closing reports, accepting and delivering wake-up call requests, and managing a bank by counting it at the beginning and end of the shift and processing various payment types and adjustments.

Requirements

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

Nice To Haves

Passionate
Active and take pride in how you maintain your well-being
Optimistic
Adventurous

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 ensure they 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 the appropriate department.
Count bank at the 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.