Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development opportunities
inclusive work environment
Job Description
Gaylord Hotels, part of Marriott International, represents a unique collection of hotels offering extraordinary experiences centered around bringing people together through exceptional meeting environments, innovative services, and immersive programming. Located in Grapevine, Texas, Gaylord Hotels are known for their commitment to hospitality excellence and creating memorable stays. Marriott International is a leading global lodging company with a rich portfolio of brands that cater to diverse guests worldwide. This particular Gaylord location exemplifies Marriott's dedication to quality service, fostering an inclusive culture, and providing significant career opportunities for its employees. The establishment prides itself on its vibrant work environment, which embraces creativity, teamwork, and a shared commitment to delivering heartfelt service.
The VIP Guest Service Representative role at Gaylord Hotels is pivotal in upholding the outstanding guest experience the brand is known for. This full-time, non-management position focuses on providing personalized and attentive service to VIP guests, ensuring their stay is smooth from arrival to departure. The role demands not only precision in administrative tasks such as logging guest preferences and processing payments but also exceptional interpersonal skills to anticipate and respond to unique guest needs.
A successful candidate will be adept at managing guest communications, arranging special activities or services, and collaborating with multiple departments to resolve issues seamlessly. Duties also include updating records in computer systems, inspecting VIP guest rooms ahead of arrivals, and delivering requested amenities or gifts. Beyond operational responsibilities, this position embodies the Marriott and Gaylord culture of genuine appreciation, professional appearance, and proactive problem-solving.
The role is designed for individuals with at least six months of guest service experience and at least a high school diploma or GED equivalent. While supervisory experience and certifications are not required, the ideal candidate demonstrates reliability, professionalism, and an eagerness to contribute to a team-oriented hospitality environment. Physical requirements include the ability to stand, sit, or walk for extended periods and the capacity to lift or move objects up to 25 pounds.
Gaylord Hotels strives to cultivate a diverse and inclusive workplace, emphasizing equal opportunity and respect for all associates. The company’s commitment to non-discrimination includes welcoming veterans, individuals with disabilities, and others protected by law. This position offers an opportunity to join a global leader in hospitality, embrace career growth, and engage with a welcoming community passionate about delivering remarkable guest experiences. At Gaylord Hotels, employees—referred to as STARs—are encouraged to be creative, entrepreneurial, and dedicated to service that exceeds expectations, making this role an excellent gateway to professional development within Marriott International’s extensive network.
The VIP Guest Service Representative role at Gaylord Hotels is pivotal in upholding the outstanding guest experience the brand is known for. This full-time, non-management position focuses on providing personalized and attentive service to VIP guests, ensuring their stay is smooth from arrival to departure. The role demands not only precision in administrative tasks such as logging guest preferences and processing payments but also exceptional interpersonal skills to anticipate and respond to unique guest needs.
A successful candidate will be adept at managing guest communications, arranging special activities or services, and collaborating with multiple departments to resolve issues seamlessly. Duties also include updating records in computer systems, inspecting VIP guest rooms ahead of arrivals, and delivering requested amenities or gifts. Beyond operational responsibilities, this position embodies the Marriott and Gaylord culture of genuine appreciation, professional appearance, and proactive problem-solving.
The role is designed for individuals with at least six months of guest service experience and at least a high school diploma or GED equivalent. While supervisory experience and certifications are not required, the ideal candidate demonstrates reliability, professionalism, and an eagerness to contribute to a team-oriented hospitality environment. Physical requirements include the ability to stand, sit, or walk for extended periods and the capacity to lift or move objects up to 25 pounds.
Gaylord Hotels strives to cultivate a diverse and inclusive workplace, emphasizing equal opportunity and respect for all associates. The company’s commitment to non-discrimination includes welcoming veterans, individuals with disabilities, and others protected by law. This position offers an opportunity to join a global leader in hospitality, embrace career growth, and engage with a welcoming community passionate about delivering remarkable guest experiences. At Gaylord Hotels, employees—referred to as STARs—are encouraged to be creative, entrepreneurial, and dedicated to service that exceeds expectations, making this role an excellent gateway to professional development within Marriott International’s extensive network.
Job Requirements
- At least 6 months of guest service work experience
- High school diploma or GED equivalent
- Ability to stand, sit, or walk for extended periods
- Ability to lift or move up to 25 pounds
- Professional communication skills
- Adherence to company policies and confidentiality
- No supervisory experience required
- Ability to handle guest requests and resolve issues efficiently
Job Qualifications
- High school diploma or GED equivalent
- At least 6 months of guest service experience
- Strong communication and interpersonal skills
- Ability to use computer systems for logging and managing guest information
- Professional appearance and demeanor
- Ability to work as part of a team
- Problem-solving skills
- Attention to detail
- Customer-focused attitude
Job Duties
- Provide personalized guest service assistance to VIP guests throughout their stay
- Offer smooth registration and departure procedures
- Review and log guest preferences and traces in computer systems
- Respond to requests for visitor information, special arrangements, activities or services by making arrangements or identifying appropriate providers
- Respond to special requests from VIP guests and follow up to promote satisfaction
- Gather, summarize and provide information about the property and surrounding area amenities
- Contact appropriate individuals or departments to resolve calls, requests or problems
- Understand and assist with reservation services
- Post charges like telephone calls, tickets, valet parking to guest accounts
- Collect payment for services rendered
- Inspect VIP guest rooms and deliver gifts and requested items prior to guest arrival
- Review and update logs and document in appropriate computer systems
- Follow company policies and procedures
- Maintain confidentiality of proprietary information
- Welcome and acknowledge all guests and anticipate service needs
- Support team to reach common goals
- Comply with quality assurance standards
- Identify and recommend new ideas, technologies or processes to increase efficiency
- Stand, sit, or walk for extended periods
- Move objects weighing up to 25 pounds
- Perform other reasonable job duties as requested
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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