Guest Service Representative (Full-Time)

$44,907 - $56,139/Yr

Marriott International - Waikoloa Village, HI

Full-time - Entry Level

Waikoloa Village, HI

Accommodation

About the position

The position involves managing guest check-ins and check-outs, processing room reservations, and handling guest requests at the Waikoloa Beach Marriott Resort & Spa. The role is essential in ensuring a smooth and welcoming experience for guests, maintaining high standards of service, and managing financial transactions related to guest stays.

Responsibilities

• Organize, confirm, process, and conduct all guest check-ins/check-outs.
• Handle room reservations, requests, changes, and cancellations.
• Secure payment and verify billing adjustments.
• Activate and file room keys.
• Process all guest requests and relay messages.
• Print contingency lists for emergency records.
• Identify and explain room features to guests and provide information about property amenities and local areas of interest.
• Follow up on outstanding requests or problems from the previous day.
• 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 them to the appropriate department.
• Count bank at the 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 the manager.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.
• Assist individuals with disabilities and 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.

Requirements

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably in hospitality.
• Strong communication skills and ability to interact with guests professionally.
• Basic math skills for handling cash and processing payments.
• Ability to work in a fast-paced environment and manage multiple tasks.

Nice-to-haves

• Experience with hotel management software or property management systems.
• Knowledge of local attractions and amenities to assist guests effectively.

Benefits

• Competitive hourly pay ranging from $21.59 to $26.99.
• Opportunities for training and development.
• Recognition programs for outstanding service.
• A diverse and inclusive work environment.