Guest Services Officer

DUTIES AND RESPONSIBILITIES

• Register hotel guest into the system with emphasis on fulfilling guest request, following necessary handling instructions and to establish credit policies and procedures
• Select and block rooms for arriving guest in taking into consideration special request, pre register VIPS, individuals or groups
• Work closely with Housekeeping to ensure that special requests are met and follow up accordingly
• Ensure that all guest information is correctly updated into Property Management System and maintained in an organized manner
• Utilize the Property Management System to generate Shift and Daily report
• Check guest out of the Hotel in accordance to the procedures; make billing changes, post charges accordingly
• Ensure all guests complains are heard and reported to Guest Services Supervisor.
• Work with Supervisors regarding hotel business to keep them in an informed position
• Understand Marriott Brand Standards Audit (BSA) and to ensure consistency in executing the task as per SOPs
• Must be ready for new tasks given by Supervisors or Managers
• Must know minimum the basics of Marriott Rewards
• Must be confident to upsell rooms
• Must be customer oriented

Other Functions

• Maintain effective communication with other departments
• Participate in team and department meetings to share and learn about new procedures, information, special events etc
• Ensure a safe working environment for fellow colleagues
• Work as a team, helping other colleagues to complete necessary activities in ensuring all guest expectations are met and delivered
• Provide quality service to the guest by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
• Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.
• Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Carry out reception duties as required
• Always put on a smile and greet all guest
• Take every opportunity to exceed guest’s/customers’ expectations and achieve fully guest/customer’s engagement.
• Any other duties as may be assigned from time to time

JOB SPECIFICATION

Educational/ Academic Requirements: High School, Diploma or Equivalent College/ University Degree

Experience: Preferably 1 year experience in similar field

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.