Guest Service Representative

Marriott International is a globally recognized leader in the hospitality industry, known for its commitment to delivering exceptional guest experiences and fostering an inclusive workplace culture. As a renowned hotel company, Marriott International operates a diverse portfolio of brands, including Westin Hotels & Resorts, which focuses on wellness and rejuvenation as integral aspects of its guest offerings. The company is dedicated to being an equal opportunity employer, embracing diversity, and celebrating the unique backgrounds, talents, and experiences of its employees. Located at 2350 M St NW, Washington, DC, this establishment operates with a vision to provide guests with premium services and comfortable accommodations, ensuring each stay is memorable and tailored to personal needs. Marriott International offers competitive pay ranges and benefits that emphasize both personal and professional well-being, including paid leave, life insurance, disability coverage, and wellness programs, creating a supportive environment for its team members. The role advertised is a full-time, non-management position within the Rooms & Guest Services Operations category, with an hourly pay range between $23.21 and $30.95. This position provides an opportunity to work in a vibrant hotel setting committed to the wellness of guests and associates alike. The job entails a crucial front-desk function that serves as the first point of contact for guests, ensuring smooth and efficient operations that contribute to the overall guest satisfaction and operational success.

The position summary describes a comprehensive guest services role focusing on the organization and processing of guest check-ins and check-outs, managing room reservations, modifications, and cancellations while securing payments and handling billing adjustments. It requires the activation and filing of room keys, processing guest requests, relaying messages promptly, and maintaining contingency lists for emergency purposes. Besides the administrative and operational tasks, the role demands exceptional interpersonal skills to identify and explain room features, provide directions and information about hotel amenities, services, hours of operation, and local points of interest. The associate will also follow up on unresolved issues from the previous day, manage daily reports and logs, and handle cashier and closing responsibilities accurately. Additionally, the position involves dealing with various payment types, including vouchers and miscellaneous charges, and ensuring all monetary transactions are secure, with adherence to company policies regarding safety and asset protection. The role further requires employees to maintain professional personal appearance, uphold confidentiality, and demonstrate excellent communication abilities both in-person and over the phone. Commitment to quality assurance standards and collaboration with team members to achieve shared goals are critical components of the job. This position also emphasizes the importance of welcoming guests warmly, anticipating and addressing their needs, assisting guests with disabilities, and expressing genuine appreciation for their patronage. The physical demands include standing, sitting, or walking for extended periods, as well as handling objects weighing up to 10 pounds. Marriott International, through its Westin brand, strives to empower employees to embrace well-being practices that enhance their personal and professional lives, fostering a culture where they can be their best selves at work and beyond. This role is ideal for individuals who are passionate, active, optimistic, and adventurous, aligning with the brand mission of becoming the premier wellness hospitality brand.