Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

• Efficiently answer internal and external phone calls with warmth and professionalism
• Respond to guest request in the Marriott GXP system in a timely manner
• Operate Full-Service PMS effectively to access guest information and assist with requests
• Communicate guest needs and requests to other departments
• Follow up on guest requests to ensure that the guest’s needs are met
• Effectively problem solve guest concerns and anticipate their needs
• Utilize customer service remediation tools to rectify negative guest experiences
• Record any notable interactions in the pass down report
• Transmit and receive messages, using telephones or the PMS system.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Your Background and Skill

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It