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Guest Service Representative

United States, Los Angeles 27.51 USD / Hour · Job Posted March 04, 2026
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Job Description

Guest Service Representative position at W Los Angeles - West Beverly Hills, part of Marriott International. The role involves all aspects of guest check-in/check-out, reservations, billing, and providing information to guests about the property and local area. The position requires adherence to company standards, professional appearance, and teamwork.

Job Responsibility

  • Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations
  • secure payment
  • verify and adjust billing
  • activate and file room keys
  • process all guest requests and relay messages
  • print contingency lists to have a record of all guests in case of emergency
  • identify and explain room features to guests
  • supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
  • follow up on any outstanding requests or problems from the previous day and are resolved
  • run and review daily reports/logs
  • complete designated cashier and closing reports in the computer system
  • accept and record wake-up call requests and deliver to appropriate department
  • count bank at beginning and end of shift
  • secure bank
  • process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
  • provide change
  • notify Loss Prevention/Security of any guest reports of theft

Requirements

  • Follow all company policies and procedures
  • report accidents, injuries, and unsafe work conditions to manager
  • ensure uniform and personal appearance are clean and professional
  • maintain confidentiality of proprietary information
  • protect company assets
  • welcome and acknowledge all guests according to company standards
  • anticipate and address guests’ service needs
  • assist individuals with disabilities
  • thank guests with genuine appreciation
  • speak with others using clear and professional language
  • answer telephones using appropriate etiquette
  • develop and maintain positive working relationships with others
  • support team to reach common goals
  • comply with quality assurance expectations and standards
  • stand, sit, or walk for an extended period of time
  • move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
  • perform other reasonable job duties as requested by Supervisors

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