Guest Service Representative

Job Description

Job Description

Guest Service & Hospitality

• Greet and assist guests with a warm, professional, and brand-standard Marriott welcome

• Perform guest check-ins and check-outs efficiently while ensuring accuracy and privacy

• Handle guest inquiries, requests, and complaints promptly to ensure a positive guest experience

• Resolve service issues calmly and professionally, escalating when necessary

• Communicate hotel amenities, policies, loyalty benefits, and local information clearly

• Deliver personalized service to Marriott Bonvoy members and recognize elite status benefits

Front Desk & Operational Duties

• Operate the front desk during evening hours, including high-volume check-in periods

• Balance guest needs with operational efficiency during shift transitions

• Coordinate with housekeeping, maintenance, and security to address guest needs

• Monitor room availability, late arrivals, and no-shows

• Prepare shift reports and communicate important information to night audit staff

• Maintain a clean, organized, and professional front desk area

FOSSE (Marriott Property Management System)

• Use FOSSE to check guests in and out accurately

• Assign and change room types as needed based on availability

• Post room charges, incidentals, and adjustments correctly

• Manage reservations, extensions, cancellations, and room moves

• Review guest profiles and notes to ensure accurate service delivery

• Handle cash, credit card transactions, and folios according to Marriott standards

Cash Handling & Compliance

• Process payments, refunds, and authorizations accurately

• Balance cash drawer and complete end-of-shift paperwork

• Follow Marriott brand standards, safety procedures, and data privacy guidelines

• Adhere to PCI compliance and company policies

Evening Shift Responsibilities

• Manage late check-ins and special guest requests

• Ensure smooth handoff to night audit team

• Monitor lobby activity and support guest safety during evening hours

• Maintain professionalism during peak and overnight transition periods