Guest Service Representative

The Westin Copley Place Boston, located at 10 Huntington Ave, Boston, Massachusetts, is part of the Marriott International family of hotels, renowned globally for its exceptional guest services and luxurious accommodations. This prestigious hotel operates within the hospitality industry, focusing on offering guests a premier experience that blends comfort, wellness, and outstanding service. Marriott International, as an employer, is committed to diversity, equality, and inclusion, ensuring a supportive work environment for all associates. The Westin brand emphasizes wellness, encouraging both guests and associates to embrace practices that promote health and well-being, making it a unique and progressive workplace in the hotel sector.

The role available is a full-time, non-management position at the front desk or room and guest services operations, offering an hourly pay range of $30.45 to $31.45. This position is crucial in delivering a complete and seamless guest experience from the moment of check-in through to check-out. The job entails organizing and processing all guest check-ins, check-outs, room reservations, and handling requests, changes, and cancellations efficiently. The candidate will be responsible for securing payments, verifying billing accuracy, and managing room key activation and filing. Additionally, the position involves processing guest requests, relaying messages, printing contingency lists for emergency records, and providing guests with important information about room features, property amenities, local attractions, and services.

Further responsibilities include following up on any unresolved guest issues, reviewing daily reports and logs, completing designated cashier and closing reports via the computer system, and managing wake-up call requests. The role also requires counting and securing the cash bank at shift changes, processing all payment types and financial transactions accurately, and notifying security personnel of any guest reports related to theft.

Employees must adhere to company policies including safety and confidentiality, maintain a professional appearance, and deliver exceptional customer service by anticipating and addressing guest needs, assisting individuals with disabilities, and fostering a welcoming environment. The ideal candidate must communicate clearly and professionally, work well with team members to achieve common goals, and comply with quality assurance standards. Physical duties involve standing, sitting, or walking for extended periods and handling objects up to 10 pounds without assistance.

Westin encourages its associates to be passionate, active, optimistic, and adventurous, promoting a culture where employees can do their best work, begin their purpose, belong to a global team, and become the best version of themselves. This role is an excellent opportunity for those seeking a dynamic hospitality career that supports personal growth, wellness, and professional development in a renowned hotel brand committed to excellence and employee well-being.