Guest Service Representative, Marriott Bonvoy

Marriott Bonvoy

Location:
United States, Boston

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Guest Service Representative position at The Westin Copley Place Boston involves organizing and processing all aspects of guest check-ins and check-outs, handling room reservations, addressing guest requests, and assisting individuals with disabilities. Responsibilities also include processing payment transactions, maintaining property and local area knowledge, and ensuring compliance with company policies. The ideal candidate contributes to an exceptional guest experience and supports team goals.

Job Responsibility:

Organize and process guest check-ins and check-outs
manage room reservations and cancellations
handle guest requests and messages
process payments and adjust billing
maintain and communicate property and local area information to guests
run daily reports and logs
notify security of any theft reports
follow company policies and procedures
assist individuals with disabilities
answer telephones professionally
develop positive relationships with team members

Requirements:

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 ensure they 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
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

Nice to have:

Passion for well-being and hospitality
optimism
adventurous mindset

What we offer:

Dedicated to equal opportunity employment
supportive and inclusive work environment
opportunity to enhance well-being
part of a global team

Additional Information:

Job Posted:
September 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Service Representative