The Guest Service Agent is the face of the hotel and plays a vital role in ensuring a welcoming, positive, and seamless guest experience. This position is responsible for welcoming guests, handling check-ins and check-outs, managing reservations, and assisting with guest inquiries while delivering outstanding customer service that aligns with Marriott and Waterford Hotel Group's high standards. Job Requirements Responsibility Greet and welcome guests with a warm, professional demeanor. Perform check-in and check-out procedures efficiently, ensuring accuracy and adherence to hotel policies. Process reservations, modifications, and cancellations as needed. Provide guests with information about hotel services, amenities, local attractions, and dining recommendations. Handle guest concerns and resolve issues promptly and professionally to ensure guest satisfaction. Pre-arrival planning for current day though upcoming week Review upcoming arrivals, special requests, package reservations Review upcoming groups, and special requirements for all. Monitor the mobile dashboard to send mobile keys prior to arrival time. Constant monitoring of the Guest Service experience platform for guest needs, respond and resolve within the brand standard allotted time. Review all Ambassador Elite Member arrivals Accurately process payments, including cash, credit cards, and Marriott Bonvoy points. Manage room inventory and communicate with housekeeping to ensure rooms are ready for arrivals. Assist in upselling rooms and promoting Marriott Bonvoy membership enrollment. Coordinate with other departments, including housekeeping, maintenance, and food & beverage, to meet guest needs. Communicate effectively with colleagues and supervisors to ensure smooth hotel operations. Follow all Marriott and Waterford brand standards, policies, and procedures. WATERFORD HEALTH AND WELLNESS - Health Insurance is available on the first of the month after hire! We value the health and wellness of you and your family. Full time associates can enroll in medical, dental and vision coverage and part-time associates averaging 17.5 hours a week can enroll in dental and vision coverage. Everyone’s needs are different and there is something for everyone with numerous supplemental insurances to choose from. We know that life gets in the way, and YOU deserve to recharge. Full-time associates receive paid time off within the first 90 days of employment. We also offer paid holidays for eligible associates. If you stick with us for five years or more, enjoy paid days off for your Birthday and Employment Anniversary date!