Guest Service Agent - Full Time

Reports to: Front Desk Supervisor | Department: Front Office | Shift: Varies

About the role

The Guest Service Agent is responsible for greeting each guest, thanking and inviting them to come back. Agents take ownership of any guest issues and help reach a resolution. They adhere to all Company, Safety, and Department policies and procedures, foster teamwork, and provide excellent guest service by anticipating guest needs to exceed expectations. The role builds brand loyalty by living the JW Marriott Core Values.

Qualifications

• High School diploma or GED
• 1–2 years in a front desk, concierge, or guest service role (preferably in a luxury or upscale hotel environment)
• Familiarity with Property Management Systems (PMS) like Opera, Amadeus, or similar
• Experience providing personalized service to high-profile or VIP clientele
• Proven ability to handle guest complaints and resolve issues promptly and professionally
• Must be able to read, write, and communicate effectively in English to perform essential job functions
• Health Card and TAM Card required

Skills

• Strong verbal and written communication skills; multilingual ability is a plus
• Ability to interact professionally with guests and team members
• Skilled in handling calls courteously, professionally, and efficiently
• Knowledge of accurate cash handling, credit card processing, and reconciliation
• Ensuring accuracy in reservations, billing, and guest requests
• Resolving guest concerns promptly and effectively
• Adherence to luxury service standards
• Ability to anticipate guest needs and deliver tailored experiences
• Promoting hotel services and amenities to enhance guest experience
• Basic computer proficiency and knowledge of booking platforms
• Ability to work varied shifts, weekends, and holidays

Responsibilities

• Efficiently manage guest check-in and check-out processes, ensuring accuracy and a welcoming experience
• Set up correct billing, verify payment methods, and confirm guest identity in compliance with hotel policies
• Complete daily operational tasks, including room assignments, verifying cash reports, and other checklist items
• Maintain proactive communication with guests and follow up on requests or concerns; collaborate effectively with other departments to ensure seamless service
• Respond to all reasonable requests from management within the scope of the role and capabilities

Essential Job Functions

The physical demands described here reflect the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities in compliance with the Americans with Disabilities Act (ADA) and Nevada Revised Statutes (NRS) 613.330.

• Work is performed in various environments throughout the property, including areas with varying noise levels, temperature, illumination, and air quality
• The noise level in the work environment is usually moderate but increases to loud on the casino floor
• Smoking is permitted in casino areas consistent with Nevada state regulations
• Interacts with management, applicants, fellow Associates, and/or guests
• Requires prolonged sitting or standing and mobility
• Requires bending, reaching, transporting, pushing, pulling, and maneuvering items weighing up to 15 lbs
• Requires lifting items weighing up to 15 lbs
• Requires eye/hand coordination and basic math skills, including the ability to distinguish letters, numbers, and symbols
• Requires use of standard office equipment
• Must comply with Policies and Procedures, Job Descriptions, daily memorandums, chemical labels (MSDS), and other instructions
• Possible exposure to cleaning chemicals