Guest Service Agent

Role purpose

Guest experience and service

• Recognize Marriott Bonvoy members and deliver welcome amenities; follow the WELCOME check-in and FAREWELL check-out standards.
• Use the Guest planning Screen daily to deliver guest preferences and update guest profiles in GXP.
• Close guest requests and defects in GXP within an average of 15 minutes; address complaints, compensate appropriately, and support guest satisfaction.
• Assist guests with internet issues and provide information about local areas and alternatives.
• Build on-brand relationships with internal and external customers, including VIPs and Marriott Bonvoy elite members.

Operations and revenue

• Meet daily targets for Marriott Bonvoy enrolments, upselling revenue, COFC capture ratio of 25% of check-outs, and Your Choice take rate of 15% of occupied rooms.
• Communicate with front office, housekeeping, club, and room service associates.
• Control the daily high-balance report; check departure buckets and clear pending registration cards.
• Support revenue through room and suite upselling and suggestive selling of hotel restaurants.
• Keep the desk equipped and stocked with functional equipment, stationery, collateral, and forms.

Standards and participation

• Follow Sheraton brand standards, with a stated target of 90% or above in the BSA inspection, and represent brand differentiators.
• Comply with PCI policies and hotel fire and emergency procedures.
• Participate in sustainability, community, and operational innovation activities; encourage guest reviews and social media posts.
• Maintain grooming and personal hygiene according to hotel guidelines and stay informed about Guest Voice scores and improvement plans.

Skills and experience

• Computer skills and Opera knowledge.
• Excellent command of English; an additional language is highly required.
• Excellent communication and follow-up skills, teamwork, and prompt, caring guest service.
• Guest service experience, honesty, integrity, and ownership skills.

Qualifications and work conditions

• Bachelor degree required.
• Ability to stand for long hours.
• Expected qualities include attention to detail, a warm and friendly demeanor, confidence, energy, enthusiasm, pride in work, teamwork, and ethical business practices.
• Ability to learn, retain, and demonstrate skills.