Guest Service Associate, Front Office

About the Role

A Guest Service Associate at Courtyard by Marriott is responsible for creating a positive and seamless experience for guests, from arrival to departure. This role involves managing various front-office operations and ensuring guest satisfaction.

Key Responsibilities

• Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
• Secure payment, verify, and adjust billing.
• Activate and file room keys.
• Process all guest requests and relay messages.
• Print contingency lists for guest records in case of emergency.
• Identify and explain room features to guests.
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest.
• Follow up on any outstanding requests or problems from the previous day to ensure resolution.
• 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 and secure the 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 and protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests’ service needs.
• Assist individuals with disabilities.
• 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 the team to reach common goals.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

Requirements & Tech Stack

• Proficiency with computer systems for reports and transactions.
• Ability to process various payment types and handle cash.

Qualifications

• Ability to stand, sit, or walk for an extended period of time.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Passion for providing a guest experience that goes above and beyond.
• Enjoy being part of a small yet ambitious team.
• Love learning how to always improve.
• Ability to have fun.