Guest Services Associate I

Job Title: Guest Services Associate I

Company: JW Marriott

About the Role

As a Guest Services Associate I at JW Marriott, you will be an integral part of ensuring a seamless and welcoming experience for all guests.

Key Responsibilities

• Process guest check-ins, check-outs, room assignments, and requests for room changes/late check-outs.
• Verify payment and activate/reissue room keys.
• Ensure rates are consistent with the market code and document exceptions.
• Review and adjust guest bills.
• Inform appropriate staff if guests are awaiting a room.
• Relay messages to guests.
• Confirm departures in the computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest documentation.
• Operate a telephone switchboard.
• Generate and check daily reports, contingency lists, and credit card authorization reports.
• Provide guests with directions and information.
• Respond to, record, and process guest calls, requests, questions, and concerns.
• Arrange transportation for guests and visitors.
• Count and secure banks at the beginning and end of shifts.
• Cash guest checks and process all payment types, vouchers, paid-outs, charges, and provide change.
• Contact Loss Prevention/Security in the event of a reported theft.
• Follow company policies and procedures.
• Report accidents, injuries, and hazardous working conditions to a manager.
• Ensure uniform and personal appearance are clean and professional.
• Welcome and thank guests in accordance with company standards.
• Anticipate and address guests' service needs.
• Speak with clear and professional language, and answer telephones using appropriate etiquette.
• Build and maintain positive working relationships and support the team to reach common goals.
• Listen to and address employee concerns.
• Adhere to quality assurance standards.
• Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
• Perform other duties as assigned by a supervisor.

Requirements & Tech Stack

• High School Graduate or GED equivalent
• No related work experience required
• No supervisory experience required
• No licenses or certifications required
• Ability to operate a telephone switchboard.
• Familiarity with computer systems for check-ins and departures.
• Basic math skills for handling payments and providing change.

Qualifications

• Previous experience in a guest-facing role is not required.
• Ability to communicate effectively in English.
• Professional and positive attitude.
• Strong customer service skills, with the ability to anticipate and address guest needs.
• Ability to work independently and as part of a team.
• Commitment to maintaining a clean and professional appearance.