Guest Service

• Welcome guests in a friendly, professional, and courteous manner.
• Complete guest check-ins and check-outs accurately and efficiently.
• Respond promptly and professionally to guest requests, concerns, and service recovery opportunities.
• Promote Marriott Bonvoy enrollment and hotel upsell opportunities.
• Maintain a positive and engaging guest experience throughout each interaction.

Rooms Control & Inventory Management

• Review daily arrivals, departures, and in-house occupancy to ensure room readiness.
• Assign and coordinate guest room inventory based on operational priorities and guest preferences.
• Block rooms for VIPs, Elite Members, groups, crew accounts, and special requests.
• Monitor room status and collaborate with Housekeeping and Engineering to expedite room availability.
• Identify inventory challenges and communicate solutions to leadership.

Operational Coordination

• Maintain effective communication with Housekeeping, Engineering, Sales, and other departments.
• Review and act upon operational reports and guest requests.
• Document guest interactions, room moves, maintenance concerns, and service recovery efforts accurately.
• Assist with balancing occupancy, room availability, and special accommodations.
• Support Front Office operational initiatives and projects as assigned.

Systems & Technology

• Maintain proficiency in:
  • Opera PMS
  • Marriott GXP
  • Nor1
  • InnSpire
  • Microsoft Office Applications
• Ensure guest and reservation information is maintained accurately within all applicable systems.

Financial & Revenue Responsibilities

• Support hotel revenue goals through room upgrades and upselling opportunities.
• Process payments, billing adjustments, and cash handling transactions in accordance with company standards.
• Maintain accuracy in guest folios and financial transactions.

Team Responsibilities

• Participate in departmental training and cross-training initiatives.
• Support fellow team members and foster a collaborative work environment.
• Attend required meetings and training sessions.
• Maintain company appearance and uniform standards.

Education & Experience: 

• High School Diploma or GED required.
• One (1) year of hospitality, customer service, or related experience preferred.
• Previous hotel front desk, reservations, or rooms control experience preferred.
• Experience working with Marriott systems and brand standards is a plus.

Physical requirements:

• Ability to stand and walk for extended periods during scheduled shifts.
• Ability to lift and carry up to 25 pounds occasionally.
• Ability to bend, reach, kneel, and perform repetitive motions.
• Ability to operate a computer, telephone, and standard office equipment.
• Ability to work in a fast-paced environment while maintaining attention to detail.

General Requirements:

• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to multitask and prioritize effectively.
• Demonstrated commitment to guest service excellence.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Maintain professionalism and confidentiality in all interactions.
• Adhere to all company policies, procedures, and brand standards.