Guest Service Representative

Marriott•Boston, MA

18h•Onsite

About The Position

The Guest Service Representative is responsible for managing all aspects of guest interactions, including check-ins, check-outs, reservations, and handling guest requests and cancellations. This role involves financial transactions such as securing payments, verifying billing, and processing various charges, as well as managing the cash bank. Key duties include providing information about property amenities and local attractions, resolving guest issues, and maintaining accurate records through daily reports and computer systems. The representative must adhere to company policies, maintain a professional appearance, ensure confidentiality, and protect company assets. A strong emphasis is placed on delivering exceptional guest service, anticipating needs, assisting individuals with disabilities, and fostering positive working relationships within the team to uphold quality assurance standards. The position requires the ability to stand, sit, or walk for extended periods and 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.
Ability to follow all company policies and procedures.
Ability to report accidents, injuries, and unsafe work conditions to manager.
Ability to ensure uniform and personal appearance are clean and professional.
Ability to maintain confidentiality of proprietary information; protect company assets.
Ability to welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Ability to speak with others using clear and professional language; answer telephones using appropriate etiquette.
Ability to develop and maintain positive working relationships with others; support team to reach common goals.
Ability to comply with quality assurance expectations and standards.

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 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.

Benefits

Dedicated to being an equal opportunity employer
Welcoming all and providing access to opportunity
Actively foster an environment where the unique backgrounds of our associates are valued and celebrated
Commitment to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law
Become a member of Sheraton's global community
Opportunity to create a sense of belonging in more than 400 communities around the world
Engaging experiences and thoughtful service
Be where you can do your best work
Begin your purpose
Belong to an amazing global team
Become the best version of you