Guest Service Agent

About the role

The Guest Service Agent is the first point of contact for guests, handling inquiries and requests through phone, email, chat and mobile devices. You will ensure each guest experience is smooth, personalized and aligned with Marriott’s standards of wonderful hospitality.

Key responsibilities

• Answer, record, and process guest requests, questions, and concerns via multiple communication channels.
• Operate the telephone switchboard, manage wake‑up calls, and direct calls to the appropriate extensions.
• Log all guest requests in the system, coordinate with relevant departments (e.g., bellperson, housekeeping) and follow up to confirm resolution.
• Provide information on room features, hotel amenities, and local attractions.
• Process room‑service orders, advise on menu selections and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment.
• Maintain professional appearance, confidentiality, and compliance with company policies.

Required profile

• High school diploma or equivalent.
• No prior work experience required.
• Ability to read and verify information in various formats.
• Physical ability to stand, walk, and lift objects up to 10 lb.
• Strong communication skills and professional telephone etiquette.

Required skills