Guest Service Agent

Guest Service Agent  (Fixed Term)

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. 

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

Our Guest Service Agents are the face of the hotel. They greet and welcome everyone as well as carrying out the checking in and out of hotel guests, manage the switchboard and assist guests with any queries or requests they may have. They process all payment methods in accordance with accounting procedures and policies and follow property control audit standards and cash handling procedures. Guest Service Agents are responsible for providing an outstanding guest experiences from the point of reservation to departure. They will have sound interpersonal and communication skills in order to liaise with various departments and guest.

Critical responsibilities: 

• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key

• Process all payment types such as room charges, cash, checks, debit, or credit

• Answer, record, and process all guest calls, messages, requests, questions, or concerns.

• Coordinate with Housekeeping to track readiness of rooms for check-in

• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed

• Supply guests with directions and information regarding property and local areas of interest

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

• Complete designated cashier and closing reports in the computer system

• Cash guests' personal checks and traveler's checks.

• Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.

Successful Candidates will have:

• Completing or currently studying in Hospitality related course preferred

•  Has previous experience in Front Office Operations

• Strong background in Front Office or customer service is preferred

•  Is available for shift work on a rotated roster

• Outstanding written & verbal communication skills.

• A team player, with flair for guest experience.

• Computer Literate in Microsoft office with previous Experience in Opera PMS will be highly regarded.

The Benefits 

Enjoy the benefits of:

• Unlimited strategic development and career opportunities

• Generous accommodation and food and beverage discounts including all properties within the Marriott International group 

• Recognition programs to keep you motivated 

• The best hotel training opportunities provided

• Wellbeing and mindfulness programs to ensure you stay healthy