Guest Services Agent

COMPANY

Role Overview

Key Responsibilities

• You will anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• You will maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.
• Manage all aspects of the front office department, tending to the guests and exceeding their expectations.
• Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties
• Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings
• Drive loyalty through our loyalty programs and guest experiences

About You

Benefits

• The best hotel training opportunities produced independently by the Westin Brisbane and internationally recognized training programs by Marriott International
• Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
• Discounts on food & beverage across all our hotels
• Recognition programs to keep you motivated
• Wellbeing & mindfulness programs to ensure you stay healthy
• Employee Assistance Program
• ‘Great places to work’ certified
• Join us at The Westin and Four Points by Sheraton, and be part of our dedication to excellence in service and operational efficiency
• We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity
• Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at [email protected]
• At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work,​ begin your purpose, belong to an amazing global​team, and become the best version of you.