Seasonal Guest Services Agent

Marriott•National Harbor, MD

3d•Onsite

About The Position

This position is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. The role involves securing payment, activating/reissuing room keys, and ensuring rates match market codes with documentation of exceptions. The agent will verify/adjust billing, communicate with appropriate staff regarding guest waiting times for rooms, and advise guests of messages. Responsibilities include clearing departures in the computer system, coordinating with Housekeeping on room status and guest concerns, and filing guest paperwork. The role also entails operating the telephone switchboard, running and checking daily reports, and supplying guests with directions and information. Additionally, the agent will answer, record, and process guest calls, requests, questions, or concerns, ensuring follow-up to guest satisfaction. Arranging transportation for guests/visitors and managing the cash bank at the beginning and end of shifts are also key duties. This includes processing all payment types, vouchers, paid-outs, and charges, as well as providing change and notifying Loss Prevention/Security of any theft reports.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience.
No supervisory experience.
None

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.
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.
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.