Guest Service Representative

JW Marriott Detroit is a prestigious luxury hotel located in the iconic Renaissance Center in Detroit, Michigan. Part of Marriott International's renowned luxury portfolio, JW Marriott offers an exceptional hospitality experience distinguished by a strong commitment to quality, guest satisfaction, and associate well-being. With over 100 beautiful properties worldwide, JW Marriott prides itself on creating an inclusive and supportive work environment where associates thrive professionally and personally. The hotel is dedicated to fostering a culture that values diversity, innovation, and genuine service, contributing to a rich blend of talents and perspectives that enhance the guest experience. At JW Marriott Detroit, every team member is empowered to deliver thoughtful, heartfelt, and forward-thinking service, upholding the legacy of J. Willard Marriott, the brand’s founder. JW Marriott is known for offering its employees extensive opportunities for training, development, and recognition, along with a supportive community that encourages associates to grow and become the best version of themselves. The hotel places a strong emphasis on holistic well-being, ensuring that its associates feel valued and cared for, which in turn translates into exceptional guest service.

The Front Desk Agent role at JW Marriott Detroit is a vital position that serves as the first and last point of contact for guests. This full-time, non-management position offers a competitive pay rate of $20.65 per hour and requires open availability and flexible shifts, though experience is preferred. The Front Desk Agent is responsible for organizing, confirming, processing, and conducting all aspects of guest check-ins and check-outs, managing room reservations, requests, changes, and cancellations with precision. The agent secures payment, verifies and adjusts billing, activates and files room keys, and processes all payment types accurately. Essential to this role is handling guest requests efficiently and relaying messages promptly, ensuring the highest level of guest satisfaction throughout their stay. The agent maintains contingency lists for emergency record-keeping and is knowledgeable about room features, property amenities, services, hours of operation, and local areas of interest to assist guests effectively. This position demands excellent communication skills, professionalism, and the ability to work collaboratively with other departments to resolve any outstanding issues or requests.

The role also involves critical responsibilities such as running and reviewing daily reports and logs, completing cashier and closing reports, and safeguarding company assets. The Front Desk Agent must report any incidents or unsafe work conditions, maintain confidentiality of proprietary information, and comply fully with company policies and procedures. Guests are welcomed and acknowledged warmly, with an emphasis on anticipating service needs and providing assistance, including helping individuals with disabilities. This role requires standing, sitting, or walking for extended periods and performing light physical tasks as needed. JW Marriott Detroit dedicates itself to equal opportunity employment, promoting a workplace free from discrimination and embracing a diverse workforce where all employees can belong, begin their purpose, and become their best selves within a global team focused on excellence in luxury hospitality.