Guest Service Representative

Marriott•Honolulu, HI

9d•Onsite

About The Position

This position is responsible for organizing, confirming, processing, and conducting all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. The role involves securing payment, verifying and adjusting billing, activating and filing room keys, and processing all guest requests and relaying messages. Additionally, the representative will print contingency lists for emergency preparedness, explain room features, provide information on property amenities and local attractions, and follow up on outstanding requests. Daily reports and logs will be reviewed, and cashier and closing reports will be completed in the computer system. Wake-up call requests will be accepted and delivered, and the representative will manage their bank by counting it at the beginning and end of each shift and processing various payment types and adjustments. They will also notify Loss Prevention/Security of any guest reports of theft. The role requires adherence to company policies, reporting of accidents and unsafe conditions, maintaining a professional appearance, protecting company assets, and providing excellent guest service, including assisting individuals with disabilities. Communication skills, both verbal and written, are essential, as is the ability to develop positive working relationships and comply with quality standards. Physical requirements include standing, sitting, or walking for extended periods and moving objects weighing less than or equal to 10 pounds without assistance. Other reasonable job duties may be requested 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 less than or equal to 10 pounds without assistance.
Clear and professional language skills.
Appropriate telephone etiquette.
Ability to develop and maintain positive working relationships.
Ability to comply with quality assurance expectations and standards.
Ability to maintain confidentiality of proprietary information.
Ability to protect company assets.
Ability to welcome and acknowledge all guests according to company standards.
Ability to anticipate and address guests’ service needs.
Ability to assist individuals with disabilities.
Ability to thank guests with genuine appreciation.

Nice To Haves

Experience in the hospitality industry.
Familiarity with hotel reservation systems.
Knowledge of local areas of interest.

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 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.