Guest Services Agent

Gaylord Hotels, a prestigious part of Marriott International, is renowned for its exceptional service and unique meeting and event environments. As a leader in the hospitality industry, Gaylord provides guests with unforgettable experiences delivered through the commitment and passion of their dedicated team members, known as STARs. These individuals represent creativity, entrepreneurship, and heartfelt service, embodying the very essence of the brand’s promise. Situated at 201 Waterfront St, National Harbor, Maryland, Gaylord provides a luxurious setting for both guests and employees. With a strong commitment to diversity, equity, and inclusion, Marriott International and its Gaylord Hotels division foster an environment where all associates are valued and have the opportunity to thrive regardless of background or personal characteristics. The company is deeply invested in supporting the well-being, career growth, and overall satisfaction of its employees, ensuring a work environment that promotes both personal and professional growth.

This part-time role within the Rooms & Guest Services Operations department offers an engaging opportunity to be part of this dynamic hospitality team. Beginning pay is $21.97 per hour, with scheduled pay increases to $24.90 per hour after six months and $29.30 per hour after one year, reflecting the company’s commitment to rewarding dedication and growth. The role requires flexible availability and a preference for weekend shifts, emphasizing the importance of accommodating guest needs at peak times. As a Non-Management position, this role does not require supervisory experience but plays a critical part in ensuring guests receive excellent, timely service, and smooth operational processes during their stay.

The position centers on guest check-in and check-out procedures, room assignments, managing room change requests, and handling late check-out scenarios. Additionally, the incumbent manages guest payments, issues new room keys, and ensures room rates comply with market standards while documenting any exceptions diligently. Billing verification and adjustments form a key component of the duties, as does communication with housekeeping and other departments to track room status and promptly address guest concerns. The role also involves managing various administrative tasks, including filing guest paperwork, preparing daily reports, and handling authorization reports for credit card payments.

Excellent communication skills are essential, as staff must relay messages to guests, assist with inquiries, provide directions, and handle all guest requests with professionalism and promptness. The role demands the operation of phone systems, coordination of guest transportation, and maintaining accurate cash handling practices throughout shifts. Security awareness is also a priority, requiring timely reporting of incidents and adherence to company policies designed to protect guests, confidential information, and company assets.

Besides direct guest interaction, this role contributes to maintaining a welcoming environment by recognizing guests according to company standards, anticipating their service needs, and genuinely appreciating their patronage. The position requires physical stamina, including standing, walking, and occasionally lifting or moving objects up to 10 pounds. Team collaboration, adherence to safety and quality standards, and a commitment to professional appearance are integral to being successful in this role.

Gaylord Hotels prides itself on offering extensive employee benefits, including health and dental insurance, paid time off, and professional development opportunities, among others. This role offers a career path within a renowned hospitality leader, blending comprehensive employee support with enriching work experiences. Joining Gaylord means becoming part of a global team committed to excellence and mutual respect, where every day brings opportunities to deliver outstanding guest experiences and grow professionally.