Guest Service Representative

About the role

The brand new Springhill Suites by Marriott Gilbert (located in the SanTan Village area) is seeking Guest Services Agents to join their hospitality team. This role is vital as Guest Service agents are the face of the hotel.

Responsibilities

• Greet all guests warmly upon arrival and departure, providing friendly and professional service at all times.
• Manage the check-in and check-out process, including verifying reservations, processing payments, and issuing room keys.
• Answer phone calls and respond to guest inquiries regarding room availability, rates, amenities, and local information.
• Cook up with the housekeeping, and maintenance teams to ensure rooms are clean, prepared, and available as scheduled.
• Handle guest requests such as extra amenities, room changes, wake-up calls, and special accommodations in a timely manner.
• Resolve guest concerns or complaints with empathy and discretion, escalating issues to a supervisor when necessary.
• Accurately enter, update, and maintain guest information and reservations in the property management system.
• Process payments, refunds, and adjustments according to company policies and maintain an accurate cash drawer when applicable.
• Communicate clearly with teammates across shifts to ensure smooth handoffs and consistent guest service.
• Promote hotel services, features, and special offers to enhance the guest experience and drive repeat business.
• Follow all safety, security, and confidentiality procedures, including handling guest information in compliance with company standards.
• Maintain a clean, organized, and welcoming front desk and lobby environment.
• Support other operational tasks as needed, based on business levels and staffing.

Qualifications

• Previous customer service or front desk experience in hospitality, retail, or a related field preferred.
• Strong verbal communication skills in English, with the ability to interact professionally with diverse guests and team members.
• Proven ability to provide courteous, patient, and solution-focused service in a fast-paced environment.
• Basic math and computer skills, including familiarity with point-of-sale systems or reservation software (training provided).
• Excellent attention to detail and accuracy when handling guest information, reservations, and payments.
• Ability to handle sensitive situations and guest complaints with tact, discretion, and sound judgment.
• Strong organizational and multitasking skills, with the ability to prioritize tasks during busy periods.
• Reliable, punctual, and able to work a part-time, hourly schedule that may include evenings, weekends, and holidays based on business needs.
• Ability to stand for extended periods and occasionally lift or move items (such as luggage or supplies) as required.
• High school diploma or equivalent (GED) required; additional hospitality training or coursework is a plus.
• Eligibility to work in the country of employment and willingness to comply with all company policies and procedures.