Guest Service Agent
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Key skills for this role
Role Overview
Provide guests with an on-brand, personalized arrival and departure experience.
Control guest ledgers and contribute to Guest Voice loyalty through recognition, friendliness, helpfulness, and efficiency.
Key Skills for This Role
Full Job Posting
Position Purpose
Provide guests with an on-brand, personalized arrival and departure experience.
Control guest ledgers and contribute to Guest Voice loyalty through recognition, friendliness, helpfulness, and efficiency.
Guest Experience
- Recognize Marriott Bonvoy members and deliver welcome amenities upon arrival.
- Implement the WELCOME check-in and FAREWELL check-out experiences.
- Use the Guest Planning Screen daily to deliver guest preferences successfully.
- Fulfill and close guest requests and defects in GXP within 15 minutes on average while ensuring guest satisfaction.
Operations and Revenue
- Comply with Sheraton Brand Standards and live the Sheraton Sleep Experience and Sheraton Club differentiators.
- Achieve daily goals for Marriott Bonvoy enrolments, room and suite upselling, COFC capture, and Your Choice take rate.
- Control the daily high-balance report, complete departure checks, and clear pending registration cards.
- Assist hotel revenue through room and suite upselling and suggestive selling of hotel restaurants.
Communication and Systems
- Coordinate with front office, housekeeping, club, and room service associates.
- Use GXP to update guest profiles with requests, defects, preferences, and other information acquired during the stay.
- Troubleshoot or assist guests with internet issues and provide local-area choices and alternatives.
- Keep the desk equipped with functional equipment and sufficient stationery, collateral, forms, and supplies.
Standards and Conduct
- Build positive, effective, on-brand relationships with internal and external customers, VIPs, and Marriott Bonvoy elite members.
- Promote hotel services through guest reviews and social media activity.
- Participate in sustainability, community, and Operational Innovation activities.
- Follow fire and emergency procedures and maintain grooming and personal hygiene according to hotel guidelines.
Skills and Knowledge
- Computer skills and Opera knowledge are required.
- Excellent English and an additional language are required.
- The role requires teamwork, communication and follow-up, guest service experience, honesty, integrity, and ownership.
Qualification Standards
- A bachelor degree is required.
- The role requires a warm, friendly, detail-oriented, confident, energetic, enthusiastic, and ethical approach.
- The role requires strong learning, retention, and application of new skills.
- The role requires the ability to stand for long hours.
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