Position Title:  Guest Service Agent

Reports To:  Front Desk Supervisor

Department:  Front Office - 010010

Shift: Varies

Role: The Guest Service Agent is responsible for greeting each guest, thanking and inviting them to come back. Agents are responsible to take ownership for any guest’s issues and help reach a resolution with the guest. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations.  Builds brand loyalty by living the JW Marriott Core Values.

Qualifications:

• Education: High School diploma or GED
• Experience: 
  • 1–2 years in a front desk, concierge, or guest service role (preferably in a luxury or upscale hotel environment).
  • Familiarity with Property Management Systems (PMS) like Opera, Amadeus, or similar.
  • Experience providing personalized service to high-profile or VIP clientele.
  • Proven ability to handle guest complaints and resolve issues promptly and professionally.
• Skills: 
  • Strong verbal and written communication skills; multilingual ability is a plus.
  • Ability to interact professionally with guests and team members.
  • Skilled in handling calls courteously, professionally, and efficiently.
  • Knowledge of accurate cash handling, credit card processing, and reconciliation.
  • Ensuring accuracy in reservations, billing, and guest requests.
  • Resolving guest concerns promptly and effectively.
  • Adherence to luxury service standards.
  • Ability to anticipate guest needs and deliver tailored experiences.
  • Promoting hotel services and amenities to enhance guest experience.
  • Basic computer proficiency and knowledge of booking platforms.
  • Ability to work varied shifts, weekends, and holidays.
• Required: 
  • Must be able to read, write, and communicate effectively in English to perform essential job functions.

Required Work Cards needed:

• Health Card
• TAM Card

Key Responsibilities: Responsibilities include, but are not limited, to the following:

• Efficiently manage guest check-in and check-out processes, ensuring accuracy and a welcoming experience.
• Set up correct billing, verify payment methods, and confirm guest identity in compliance with hotel policies.
• Complete daily operational tasks, including room assignments, verifying cash reports, and other checklist items.
• Maintain proactive communication with guests and follow up on requests or concerns; collaborate effectively with other departments to ensure seamless service.
• Respond to all reasonable requests from management within the scope of the role and capabilities.

The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.

Essential Job Functions:

The physical demands described here reflect the essential functions of this position. In compliance with the Americans with Disabilities Act (ADA) and Nevada Revised Statutes (NRS) 613.330, reasonable accommodations will be provided to qualified individuals with disabilities.

Work is performed in a (type of location, i.e., office, kitchen, restaurant, casino, etc.) environment and in other locations throughout the property.  Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.  The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases too loud. Additionally, smoking is permitted in casino areas consistent with Nevada state regulations, which are followed by the employer.

• Interacts with management, applicants, fellow Associates and/or guests.
• Ability to verbally communicate effectively with guests and coworkers
• Requires prolonged sitting or standing and mobility.   
• Requires bending and reaching. 
• Requires transporting, pushing, pulling, and maneuvering items weighing up to 15 lbs.
• Requires lifting items weighing up to 15 lbs.
• Prolonged periods of standing and/or walking  
• Requires eye/hand coordination.  
• Requires use of standard office equipment. 
• Requires basic math, with the ability to distinguish letters, numbers and symbols.   
• Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions and possible exposure to cleaning chemicals