What are the responsibilities and job description for the Part- Time Guest Service Agent at Courtyard by Marriott position at Prospera Management Inc.?
Job Title: Guest Service Agent
FLSA Status: Non-Exempt Status
Reports to: Operations Manager
Prepared by: Corporate HRC
Date: May 2024
At Courtyard by Marriott, we believe our guests select Courtyard by Marriott because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the Operations Manager.
Position Summary:
The Guest Service Agent role at Courtyard by Marriott is a critical component of our hospitality team, tasked with providing exceptional service to guests from check-in to check-out. This position operates at the heart of our hotel's operations, ensuring a smooth and welcoming experience for all guests. Working under the guidance of the Operations Manager, the Guest Service Agent is responsible for greeting guests upon arrival, managing reservations, addressing guest inquiries, and providing information about hotel amenities and local attractions. This role demands a high level of communication skills, a friendly and approachable demeanor, and the ability to resolve guest issues promptly and efficiently. The Guest Service Agent plays a key role in enhancing guest satisfaction and loyalty, making them feel valued and attended to during their stay.
This position requires meticulous attention to detail, the ability to multitask effectively in a fastpaced environment, and a commitment to delivering superior customer service. The Guest Service Agent must be knowledgeable about the hotel's services and policies, proficient in using hotel reservation and management software, and capable of handling financial transactions accurately. A passion for hospitality, the ability to work flexibly in shifts, including weekends and holidays, and the willingness to go the extra mile to exceed guest expectations are crucial for success in this role.
In summary, the Guest Service Agent position is essential for ensuring that guests have a memorable and pleasant stay at our hotel. By managing reservations, addressing inquiries, and providing personalized service, the Guest Service Agent contributes significantly to Courtyard by Marriott reputation for excellence in hospitality. This role requires excellent communication and customer service skills, attention to detail, and the ability to work efficiently under pressure, making it a rewarding opportunity for individuals passionate about creating outstanding guest experiences.
Essential Duties and Responsibilities (Other duties may be assigned):
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Joining the Courtyard by Marriott team as a Guest Service Agent offers a unique opportunity to excel in a supportive and lively atmosphere. At Courtyard by Marriott, we value your commitment to service excellence and your ability to contribute to our guests’ positive experiences. Our culture emphasizes professional development and teamwork, providing a foundation for you to advance your career in hospitality while being part of a community that celebrates success and fosters a sense of belonging.
FLSA Status: Non-Exempt Status
Reports to: Operations Manager
Prepared by: Corporate HRC
Date: May 2024
At Courtyard by Marriott, we believe our guests select Courtyard by Marriott because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the Operations Manager.
Position Summary:
The Guest Service Agent role at Courtyard by Marriott is a critical component of our hospitality team, tasked with providing exceptional service to guests from check-in to check-out. This position operates at the heart of our hotel's operations, ensuring a smooth and welcoming experience for all guests. Working under the guidance of the Operations Manager, the Guest Service Agent is responsible for greeting guests upon arrival, managing reservations, addressing guest inquiries, and providing information about hotel amenities and local attractions. This role demands a high level of communication skills, a friendly and approachable demeanor, and the ability to resolve guest issues promptly and efficiently. The Guest Service Agent plays a key role in enhancing guest satisfaction and loyalty, making them feel valued and attended to during their stay.
This position requires meticulous attention to detail, the ability to multitask effectively in a fastpaced environment, and a commitment to delivering superior customer service. The Guest Service Agent must be knowledgeable about the hotel's services and policies, proficient in using hotel reservation and management software, and capable of handling financial transactions accurately. A passion for hospitality, the ability to work flexibly in shifts, including weekends and holidays, and the willingness to go the extra mile to exceed guest expectations are crucial for success in this role.
In summary, the Guest Service Agent position is essential for ensuring that guests have a memorable and pleasant stay at our hotel. By managing reservations, addressing inquiries, and providing personalized service, the Guest Service Agent contributes significantly to Courtyard by Marriott reputation for excellence in hospitality. This role requires excellent communication and customer service skills, attention to detail, and the ability to work efficiently under pressure, making it a rewarding opportunity for individuals passionate about creating outstanding guest experiences.
Essential Duties and Responsibilities (Other duties may be assigned):
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Greet, check-in, and assist guests with inquiries or concerns, providing an exceptional level of service that enhances their stay.
- Handle reservation bookings, modifications, and cancellations with attention to detail and accuracy, ensuring a smooth process for guests.
- Manage and resolve guest issues with empathy and efficiency, ensuring their needs are met in a manner that reflects Courtyard by Marriott commitment to excellence.
- Maintain up-to-date knowledge of hotel amenities, services, and local attractions to provide guests with recommendations and information.
- Ensure the lobby, front desk area, and other public areas are kept clean and presentable.
- Coordinate with housekeeping and maintenance staff to address any room or facility issues promptly.
Joining the Courtyard by Marriott team as a Guest Service Agent offers a unique opportunity to excel in a supportive and lively atmosphere. At Courtyard by Marriott, we value your commitment to service excellence and your ability to contribute to our guests’ positive experiences. Our culture emphasizes professional development and teamwork, providing a foundation for you to advance your career in hospitality while being part of a community that celebrates success and fosters a sense of belonging.
Qualifications Requirements:
Knowledge and Skills:
Language Skills:
Mathematical Skills:
Reasoning Ability:
Having strong reasoning skills is crucial for individuals seeking the position of Guest Service Agent at Courtyard by Marriott. As a Guest Service Agent, one is required to exhibit exceptional critical thinking and decision-making capabilities within a fast-paced service environment. The role demands efficiently managing reservations, addressing guest inquiries with accuracy, and ensuring that all aspects of the guest experience meet Courtyard by Marriott high standards. Guest Service Agents must quickly evaluate situations, resolve any issues that guests may face, and work collaboratively with the broader hotel team to ensure a pleasant and satisfying stay for all guests.
Within the hospitality environment of Courtyard by Marriott, Guest Service Agents play a key role in shaping the guest experience through their reasoning skills. These abilities are essential when juggling multiple guest requests, prioritizing tasks during busy check-in or check-out periods, and adapting to unexpected changes or demands with a calm and professional demeanor. By applying strong reasoning skills, Guest Service Agents can significantly contribute to the smooth operation of the hotel, enhance guest satisfaction, and maintain the esteemed reputation of Courtyard by Marriott as a top choice for travelers.
In summary, the ability to reason effectively is a vital skill for Guest Service Agents to succeed in their positions, improve the guest experience, and uphold the service excellence for which Courtyard by Marriott is known. This skill set enables Guest Service Agents to navigate the complexities of hospitality management, ensuring that every guest's stay is memorable and exceeds their expectations.
Physical Demands:
The physical demands outlined below are critical for a Guest Service Agent position at Courtyard by Marriott to effectively fulfill the responsibilities associated with the role. Reasonable accommodations may be made to enable individuals with disabilities to meet these crucial requirements.
As a Guest Service Agent at Courtyard by Marriott, the role encompasses a variety of physical demands that require stamina, agility, and attentiveness. This position involves greeting guests, managing reservations, addressing guest inquiries, and providing exceptional customer service. Guest Service Agents may need to stand for prolonged periods, navigate throughout the hotel to assist guests, and manage and organize documents and materials. Additionally, they must have the physical ability to operate computer systems, handle guest luggage when necessary, and maintain a professional demeanor under pressure. Overall, the physical demands for a Guest Service Agent at Courtyard by Marriott include physical stamina, flexibility, and the capability to maintain high service standards in a dynamic hospitality environment.
Physical Demands Continued:
Work Environment:
As a Guest Service Agent at Courtyard by Marriott, you will immerse yourself in an inviting and dynamic work setting that combines the warmth of hospitality with the bustling energy of hotel operations. Your role is pivotal in creating exceptional guest experiences, involving everything from check-in to check-out, ensuring guests feel welcomed and valued throughout their stay. Working alongside a team of dedicated hospitality professionals, your commitment to outstanding service and detail-oriented approach will contribute significantly to the positive atmosphere and overall guest satisfaction.
This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.
- Proven ability to interact positively with guests from diverse socioeconomic, cultural, disability, and ethnic backgrounds.
- Requires a High School Diploma or equivalent education.
- At least one year of progressive experience in hospitality, particularly in guest services.
- Must have a strong focus on guest satisfaction, coupled with excellent professional demeanor and presentation skills.
- Possess a customer-centric attitude with refined professional presentation skills.
- Key strengths should encompass high energy levels, a proactive attitude, strong communication abilities, a track record of providing outstanding customer service, and a talent for improving operational effectiveness.
Knowledge and Skills:
- Proficiency in multitasking is essential.
- Minimum age requirement of 18 years.
- Genuine passion for meeting the needs of others in a dynamic and fast-paced setting.
Language Skills:
- Proficiency in reading and understanding simple instructions, short correspondence, and memos.
- Ability to compose basic correspondence.
- Skill in effectively presenting information in one-on-one and small group settings with colleagues and management
Mathematical Skills:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability:
Having strong reasoning skills is crucial for individuals seeking the position of Guest Service Agent at Courtyard by Marriott. As a Guest Service Agent, one is required to exhibit exceptional critical thinking and decision-making capabilities within a fast-paced service environment. The role demands efficiently managing reservations, addressing guest inquiries with accuracy, and ensuring that all aspects of the guest experience meet Courtyard by Marriott high standards. Guest Service Agents must quickly evaluate situations, resolve any issues that guests may face, and work collaboratively with the broader hotel team to ensure a pleasant and satisfying stay for all guests.
Within the hospitality environment of Courtyard by Marriott, Guest Service Agents play a key role in shaping the guest experience through their reasoning skills. These abilities are essential when juggling multiple guest requests, prioritizing tasks during busy check-in or check-out periods, and adapting to unexpected changes or demands with a calm and professional demeanor. By applying strong reasoning skills, Guest Service Agents can significantly contribute to the smooth operation of the hotel, enhance guest satisfaction, and maintain the esteemed reputation of Courtyard by Marriott as a top choice for travelers.
In summary, the ability to reason effectively is a vital skill for Guest Service Agents to succeed in their positions, improve the guest experience, and uphold the service excellence for which Courtyard by Marriott is known. This skill set enables Guest Service Agents to navigate the complexities of hospitality management, ensuring that every guest's stay is memorable and exceeds their expectations.
Physical Demands:
The physical demands outlined below are critical for a Guest Service Agent position at Courtyard by Marriott to effectively fulfill the responsibilities associated with the role. Reasonable accommodations may be made to enable individuals with disabilities to meet these crucial requirements.
As a Guest Service Agent at Courtyard by Marriott, the role encompasses a variety of physical demands that require stamina, agility, and attentiveness. This position involves greeting guests, managing reservations, addressing guest inquiries, and providing exceptional customer service. Guest Service Agents may need to stand for prolonged periods, navigate throughout the hotel to assist guests, and manage and organize documents and materials. Additionally, they must have the physical ability to operate computer systems, handle guest luggage when necessary, and maintain a professional demeanor under pressure. Overall, the physical demands for a Guest Service Agent at Courtyard by Marriott include physical stamina, flexibility, and the capability to maintain high service standards in a dynamic hospitality environment.
Physical Demands Continued:
- Remaining on your feet for extended periods while greeting guests, managing check-ins and check-outs, and attending to guest needs throughout the hotel.
- Moving efficiently around the front desk and lobby area to ensure all guest service tasks are handled promptly and professionally.
- Carrying or delivering guests' luggage and other items to rooms or various locations within the hotel premises.
- Utilizing physical dexterity to operate computer systems, manage key cards, and handle other front desk equipment to ensure smooth operations and guest satisfaction.
- Communicating clearly and effectively with guests, colleagues, and management to provide information, resolve issues, and ensure a high level of service.
- Adapting to a variety of guest requests and situations, providing flexible and personalized service to enhance guest experiences.
- Maintaining a clean and orderly front desk and lobby area, adhering to the hotel's standards for presentation and hygiene.
- Collaborating with hotel staff across different departments to ensure a seamless and enjoyable stay for guests.
- Being available to work a flexible schedule, including mornings, evenings, weekends, and holidays, to meet the needs of the hotel and its guests.
- Occasionally lifting, moving, pushing, or pulling objects weighing up to 30 lbs, such as luggage or promotional materials.
Work Environment:
As a Guest Service Agent at Courtyard by Marriott, you will immerse yourself in an inviting and dynamic work setting that combines the warmth of hospitality with the bustling energy of hotel operations. Your role is pivotal in creating exceptional guest experiences, involving everything from check-in to check-out, ensuring guests feel welcomed and valued throughout their stay. Working alongside a team of dedicated hospitality professionals, your commitment to outstanding service and detail-oriented approach will contribute significantly to the positive atmosphere and overall guest satisfaction.
- The work environment for a Guest Service Agent center around the front desk and guest service areas, where you will be the face of Courtyard by Marriott, greeting guests with a smile and attending to their needs promptly.
This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.