Guest Service Representative

Marriott International is a globally renowned hospitality company known for its exceptional hotel brands and commitment to excellence in guest service. Among its prestigious portfolio is JW Marriott, a luxury brand that operates over 100 stunning hotels in major cities and prime resort locations worldwide. JW Marriott places a strong emphasis on employee well-being, fostering an inclusive community where individuals are encouraged to grow both personally and professionally. By joining JW Marriott, you become part of a legacy built on confidence, innovation, authenticity, and the values established by the company's founder, J. Willard Marriott. Employees at JW Marriott enjoy a workplace culture that values collaboration, diversity, and continuous development, offering numerous opportunities for training, recognition, and career advancement within the luxury hospitality sector.

This position is full-time, non-management, located at 1201 Market St, Philadelphia, Pennsylvania. It requires availability for evening and overnight shifts and is onsite, not remote. The role falls under the Rooms and Guest Services Operations category, focusing on delivering outstanding guest experiences through efficient front desk operations and excellent customer service.

The primary responsibility of this role is to manage all aspects of the guest check-in and check-out process effectively and professionally. This includes confirming reservations in the hotel’s computer system, verifying guest identities, processing payments made by various methods such as cash, check, debit, or credit cards, and assigning rooms according to hotel policies. Additionally, the position involves operating the central telephone switchboard, responding promptly and courteously to guest requests, including wake-up calls, and preparing daily reports on arrivals and departures to ensure seamless operations. This role requires meticulous attention to detail for reviewing shift reports, verifying accuracy, and documenting relevant information such as employee shift logs and daily memos.

Security, professionalism, and adherence to company policies are paramount in this position. The employee must maintain a neat and professional appearance, uphold guest privacy and company property security, and support colleagues in achieving team goals. Physical tasks such as lifting and moving objects up to 25 pounds, standing or sitting for extended periods, and performing fine motor skills like handling documents are also part of the job requirements. Effective communication skills, including clear and professional language use and telephone etiquette, are essential, as is vigilance in identifying unauthorized individuals on the property.

JW Marriott values diversity and is committed to equal employment opportunities. The company fosters a work environment where differences are celebrated, and all employees are treated with dignity and respect. The culture at JW Marriott is designed to empower associates to perform at their best while delivering a consistently excellent guest experience. Joining JW Marriott means becoming part of a global team dedicated to hospitality excellence and continuous improvement, ensuring that every guest feels welcome and every employee experiences meaningful career fulfillment.