Guest Services Agent - Hotel Arts Barcelona

Marriott • Albuquerque, NM

4h • Onsite

About The Position

This position involves processing all guest check-ins, check-outs, room assignments, and handling room change/late check-out requests. Responsibilities include securing payments, activating/reissuing room keys, ensuring rates match market codes, and verifying/adjusting guest billing. The agent communicates with staff regarding room availability, advises guests of messages, and clears departures in the computer system. Coordination with Housekeeping to track room status and guest concerns is essential, as is filing guest paperwork. The role requires operating a telephone switchboard, running daily reports, and providing guests with directions and information. The agent will answer, record, and process all guest calls, requests, questions, or concerns, following up to ensure satisfaction, and arranging transportation for guests. Financial duties include counting and securing the bank at the beginning and end of shifts, cashing guest checks, processing all payment types, vouchers, paid-outs, charges, and providing change. The agent must notify Loss Prevention/Security of any theft reports. The role also requires adherence to company policies and procedures, reporting accidents, injuries, and unsafe work conditions, maintaining a professional appearance, ensuring confidentiality, and protecting company assets. The agent is expected to welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Professional language and telephone etiquette are required. Developing positive working relationships, supporting team goals, and responding to employee concerns are also part of the role, along with complying with quality assurance standards. Physical demands include standing, sitting, or walking for extended periods and moving objects weighing up to 10 pounds without assistance. Marriott International is an equal opportunity employer committed to fostering an environment where unique backgrounds are valued and celebrated, with a strong commitment to non-discrimination. The Ritz-Carlton, part of Marriott International, operates over 100 award-winning properties, focusing on creating exceptional guest experiences. The role involves upholding The Ritz-Carlton's 'Gold Standards,' which guide daily operations and define its reputation in luxury hospitality. Joining the team offers the chance to be proud of one's work and colleagues, and to grow within a global brand.

Requirements

• High school diploma or G.E.D. equivalent
• No related work experience
• No supervisory experience
• No license or certification required
• 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

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests
• Secure payment; activate/reissue room keys
• Ensure rates match market codes, document exceptions
• Verify/adjust billing for guests
• Communicate to appropriate staff when guests are waiting for an available room
• Advise guest of messages
• Clear departures in computer system
• Coordinate with Housekeeping to track room status and guest concerns
• File guest paperwork or documentation
• Operate telephone switchboard station
• Run and check daily reports, contingency lists, and credit card authorization reports
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction
• Arrange transportation for guests/visitors
• Count and secure bank at beginning and end of shift
• Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change
• Notify Loss Prevention/Security of any reports of theft
• Follow 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 guests according to company standards
• Anticipate and address guests’ service needs
• Assist individuals with disabilities
• Thank guests with genuine appreciation
• Speak using clear and professional language
• Answer telephones using appropriate etiquette
• Develop and maintain positive working relationships
• Support team to reach common goals
• Listen and respond appropriately to the concerns of employees
• Comply with quality assurance 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
• Committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law
• Chance to be proud of the work you do and who you work with
• Opportunity to do your best work, begin your purpose, belong to an amazing global team, and become the best version of you

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees