Guest Services Agent – Full Time

About the role

The Guest Services Agent is the primary point of contact for guests, handling inquiries and requests through phone, email, chat and mobile channels. This role ensures every 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 across multiple communication platforms.
• 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 (bellperson, housekeeping, etc.) and follow up to confirm resolution.
• Provide information on room features, property 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 systems.
• Maintain professional appearance, protect confidential information and uphold company policies.
• Support guests with disabilities and ensure courteous, clear communication at all times.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.
• Strong verbal communication skills and professional telephone etiquette.