Guest Service Representative, Marriott Bonvoy

Marriott Bonvoy

Location:
United States, Chicago

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

25.15 USD / Hour

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Job Description:

The Guest Service Representative will organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. They will secure payment, verify and adjust billing, activate and file room keys, process all guest requests, and relay messages. They will also 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. The role requires following all company policies and procedures, reporting accidents, injuries, and unsafe work conditions to the manager, and ensuring uniform and personal appearance are clean and professional. The representative will welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

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:

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
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

Nice to have:

passionate
active and takes pride in maintaining well-being
optimistic
adventurous

What we offer:

401(k) plan
earned paid time off and/or sick leave
stock purchase plan
discounts at Marriott properties
commuter benefits
employee assistance plan
childcare discounts
other wellness benefits

Additional Information:

Job Posted:
August 01, 2025

Employment Type:

Parttime

Work Type:

On-site work

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Guest Service Representative