RepresentativeGuest Experience

Job Details

  • Date Posted: September 13, 2023
  • Location: Washington, District of Columbia
  • Company: Marriott International, Inc

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  • Washington, District of Columbia

Marriott International, Inc

Arranging, confirming, processing, and performing all guest room check-ins/outs, reservations, requests, changes, and cancellations.
Get payments; verify and adjust accounts. Activate room keys and archive them. Process all guest requests and relay messages to guests. Print contingency lists to have a record of all guests in case of an emergency. Identify and explain the functionalities of the rooms to the guests; provide guests/residents with directions and information about property facilities, services and hours of operation, and areas of local interest and activities. Follow up on pending orders or issues from the previous day to see if they were resolved. Run and review daily reports/logs. Complete designated cash and closing reports on the computer system. Accept and note guest requests for wake-up calls and forward them to the appropriate department. Count cash at the beginning and end of the shift; secure the box. Process all payment types, adjustment receipts, payments, correction receipts and miscellaneous charges; give change. Respond to special requests from guests with special needs and check in with them to ensure they have been satisfied. Review shift logs/daily memoranda and document pertinent information in log books. Receive, record, and transmit messages with accuracy, integrity, and legibility. Notify Loss Prevention/Security of any theft reported by guests. Operate the telephone distribution board to answer calls. Process guest requests for wake up calls, prescreening calls, and other requests related to making or receiving phone calls. Notify guests of messages (eg, voice messages, mail, faxes) received for them and send them to the room if necessary. Respond, record, and process all guest calls, requests, questions, or concerns. Receive, record, and transmit messages with accuracy, integrity, and legibility. Record all guest requests or issues on the computer, contact the appropriate person or department (e.g. bellhop, housekeeping department) and follow up with guests to ensure their requests were addressed to their satisfaction. Help guests establish internet connection.