Guest Service Agent

Front Desk Agent

Job Summary

The dynamic Front Desk Agent / Guest Service Agent will be responsible for serving as the primary point of contact for guests at our luxury Resort, delivering warm, efficient, and personalized service throughout the arrival, stay, and departure process. This role involves performing accurate check-in/check-out procedures, handling reservations and payments, resolving guest inquiries and concerns, upselling opportunities, coordinating interdepartmental requests, and maintaining a professional, welcoming front desk environment in alignment with Westin brand standards and luxury hospitality expectations.

Key Responsibilities:

•Perform efficient and accurate check-in and check-out procedures while warmly welcoming guests and bidding farewell to them.

•Process reservations, modifications, cancellations, and room assignments using the OPERA Property Management System (PMS).

•Handle all forms of payment (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately.

•Respond promptly and professionally to guest inquiries, requests, and concerns in person, over the phone, and via email/chat.

•Resolve guest complaints effectively or escalate to a supervisor, when necessary, always following through to ensure 100% guest satisfaction.

•Upsell room categories, packages, and hotel facilities to maximize revenue and enhance the guest experience.

•Coordinate with Housekeeping, Engineering, Concierge, and other departments to fulfill guest requests (early check-in, late check-out, extra amenities, maintenance issues, etc.).

•Issue keys/key cards, explain hotel services, amenities, Wi-Fi access, and safety features.

•Maintain thorough knowledge of current room rates, promotions, packages, and loyalty programs.

•Manage the switchboard when required: answer calls within three rings, transfer calls, and take accurate messages.

•Process wake-up calls and verify delivery.

•Assist with basic concierge services including restaurant reservations, transportation arrangements, tour bookings, and local recommendations.

•Maintain a clean, organized, professional front desk and lobby area always.

•Adhere to all cash-handling, PCI compliance, and data-privacy policies.

•Assist with group arrivals/departures and VIP handling when required.https://careers.marriott.com/guest-service-agent/job/EF865EE1FAD135A4D77F40D58AD52EC0