Guest Service Representative

Marriott International - Elizabeth, NJ

Full-time - Entry Level

Elizabeth, NJ

Accommodation

About the position

The Guest Service Representative at Marriott International is responsible for managing guest check-ins and check-outs, ensuring a smooth and welcoming experience for all guests. This role involves handling reservations, processing payments, and addressing guest requests while adhering to hotel policies and procedures. The representative plays a key role in maintaining the quality of service and supporting team goals in a dynamic hotel environment.

Responsibilities

• Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting payment, assigning rooms, and issuing room keys according to hotel policies.
• Handle the central telephone terminal and address guest requests, including wake-up calls.
• Prepare daily reports, identify special requests, and review reports for accuracy.
• Review employee shift logs and daily memo books, documenting relevant information.
• Process all types of payments, including accommodation charges and cash, check, or credit card payments.
• Compute and secure the cash drawer at the end of the shift.
• Perform end-of-day activities, such as posting charges to accounts, preparing cash and closing reports, executing night audit backup, and changing the date.
• Print and fold folios, ensuring they are placed under the door of each guest's room the night before departure.
• Comply with all company security policies and procedures; report maintenance issues, safety hazards, accidents, or injuries; complete safety training and certifications.
• Maintain a clean and professional appearance in uniform; protect company property and maintain confidentiality of proprietary information.
• Support all coworkers and treat them with dignity and respect; assist the team in achieving common goals.
• Meet quality assurance expectations and standards.
• Move, lift, transport, push, pull, and place objects weighing less than 25 pounds without assistance.
• Stand, sit, or walk for extended periods during the work shift.
• Read and visually verify information in various formats (e.g., fine print).
• Grip, turn, and manipulate objects of various sizes and weights, requiring fine motor skills and good hand-eye coordination.
• Reach above head and below knees, including bending, twisting, pulling, and stooping.
• Greet and acknowledge all guests according to company standards.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Stay alert to the potential presence of undesirable persons on the property.
• Perform other reasonable job duties as requested by supervisors.

Requirements

• High school diploma or GED required.
• No prior work experience is required.

Nice-to-haves

• Experience in a similar role is preferred but not mandatory.

Benefits

• Opportunities for career growth and development within Marriott International.
• A diverse and inclusive work environment.