At Your Service Agent (AYS) – Guest Services

About the role

The At Your Service Agent (AYS) provides front‑line support to hotel guests, handling inquiries, requests, and issues through multiple communication channels. Working in a dynamic hospitality environment, you will ensure each guest receives prompt, courteous, and accurate assistance, contributing to Marriott’s commitment to wonderful hospitality.

Key responsibilities

• Answer and record guest requests, questions, and concerns via telephone, email, chat, and mobile devices.
• Operate the telephone switchboard, manage wake‑up call requests, and direct calls to the appropriate extensions.
• Log all guest interactions in the computer system and coordinate with relevant departments such as bell‑person and housekeeping.
• Follow up with guests to confirm resolution and satisfaction.
• Provide information on room features, hotel amenities, and local attractions.
• Process room‑service orders, advise on menu selections, and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment.
• Maintain professional appearance, adhere to company policies, and protect confidential information.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior work experience required.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb without assistance.
• Clear, professional communication skills and a customer‑focused attitude.

Required skills

• Point‑of‑sale (POS) system operation.