Guest Services Agent (Agent At Your Service)

About the role

The Guest Services Agent (Agent At Your Service) is the first point of contact for guests, handling inquiries and requests through phone, email, chat and mobile devices. You will ensure each guest’s needs are recorded, routed to the right department and resolved promptly, while upholding Marriott’s standards of wonderful hospitality.

Key responsibilities

• Answer, record and process guest requests via telephone, email, chat and mobile communication devices.
• Operate the telephone switchboard, manage wake‑up calls and direct calls to the appropriate extensions.
• Log all guest requests, coordinate with departments such as Bellperson and Housekeeping, and follow up to confirm resolution.
• Provide information on room features, property amenities and local attractions; assist with internet and in‑room entertainment.
• Process room‑service orders, answer menu questions and record transactions in the point‑of‑sale system.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Ability to communicate clearly and professionally in English.
• Physical ability to stand, walk and lift objects up to 10 lb throughout the shift.