Guest Service Agent

**Job Summary**: We are seeking an enthusiastic and customer-focused Front Desk Guest Service Agent to join our team. In this role, you will serve as the hotel’s first point of contact for all guests and play a critical role in creating a welcoming environment. Your main responsibilities will include assisting guests with reservations, check-ins, and check-outs, as well as addressing any questions or concerns to ensure an exceptional stay.

**Key Responsibilities**:

- **Warm Welcome & Guest Relations**:

- Greet guests upon arrival with a warm and friendly attitude, creating an inviting atmosphere.
- Act as the face of the hotel by building positive relationships with guests and recognizing return visitors.
- Deliver personalized service, catering to the unique preferences and needs of each guest.
- **Check-In & Check-Out Services**:

- Accurately manage guest check-in and check-out processes, ensuring efficiency and attention to detail.
- Provide information on room assignments, hotel amenities, local attractions, and transportation options.
- Ensure all required documentation and forms are completed correctly.
- **Reservation Management**:

- Assist with booking, modifying, and canceling reservations as needed.
- Collaborate with other departments to accommodate special requests and ensure seamless service.
- Monitor room availability and update systems with real-time information.
- **Problem Resolution**:

- Address and resolve guest complaints or issues promptly, maintaining a positive and solution-oriented approach.
- Collaborate with relevant departments to resolve more complex issues or escalated situations.
- **Communication & Coordination**:

- Maintain effective communication with housekeeping, maintenance, and other departments to meet guest expectations.
- Use clear and professional language when interacting with team members and guests.
- Maintain logs and reports, documenting relevant guest interactions and incidents for record-keeping.
- **Financial Transactions**:

- Process guest payments, including cash handling, credit card processing, and securing payment authorizations.
- Maintain accurate billing information and resolve any discrepancies that may arise.
- Reconcile end-of-shift reports to ensure financial accuracy.
- **Technology & Tools**:

- Utilize the property management system and other relevant software to manage reservations, room assignments, and guest data.
- Stay updated on new tools and technology introduced by Marriott to enhance guest service and operational efficiency.

**Skills & Qualifications**:

- **Experience**:

- Previous experience in a hotel front desk role or a customer service position is highly desirable.
- Experience with hotel management software Fosse is a plus.
- **Communication Skills**:

- Excellent verbal and written communication skills.
- Ability to convey information clearly and interact effectively with guests and team members.
- **Customer-Focused**:

- Strong dedication to providing exceptional guest service and a proactive approach to meeting guest needs.
- Empathy and patience to manage and resolve customer concerns effectively.
- **Problem Solving**:

- Demonstrated ability to handle complaints and difficult situations with professionalism and efficiency.
- Strong decision-making skills and resourcefulness.
- **Team Player**:

- Ability to work collaboratively with colleagues and contribute to a positive work environment.
- Willingness to assist team members during busy times to ensure smooth operations.
- **Adaptability**:

- Ability to work flexible schedules, including evenings, weekends, and holidays.
- Capacity to handle multiple tasks simultaneously in a dynamic environment.
- **Education**:

- High school diploma or equivalent required.
- Additional training or certification in hospitality management is an asset.

**What We Offer**:

- **Competitive Compensation**:

- A competitive pay rate commensurate with experience.
- Overtime pay and additional incentives for outstanding performance.
- **Benefits**:

- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off, vacation days, and sick leave.
- **Career Growth & Development**:

- Ongoing training programs to enhance your skills and knowledge.
- Opportunities for career advancement within Marriott International’s extensive hotel network.
- **Employee Perks**:

- Discounted hotel room rates for employees and their families.
- Discounts on dining, spa services, and other hotel amenities.
- Access to employee wellness programs and community initiatives.

Pay: $19.07 per hour

Expected hours: No less than 32 per week

Additional pay:

- Overtime pay

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Weekends as needed

**Experience**:

- Customer service: 1 year (required)