Guest Services Telephone Agent

About the role

As a Guest Services Telephone Agent you will be the first point of contact for guests reaching out by phone, email, chat or mobile. You will ensure every request, question or concern is answered promptly and accurately, contributing to a seamless hospitality experience.

Key responsibilities

• Answer, record and process guest inquiries via telephone, email, chat and mobile devices.
• Operate the telephone switchboard, manage wake‑up call requests and route calls to the appropriate extensions.
• Log all guest requests in the computer system and coordinate with relevant departments (bellperson, housekeeping, etc.).
• Provide information on room features, hotel amenities and local attractions.
• Process room‑service orders, answer menu questions and record transactions in the point‑of‑sale (POS) system.
• Assist guests with internet access and in‑room entertainment systems.
• Maintain professional appearance, confidentiality and compliance with company policies.

Required profile

• High school diploma or equivalent (GED).
• Ability to read and verify information in various formats.
• Physical ability to stand, sit or walk for an entire shift and lift objects up to 10 lb.
• Strong communication skills and courteous telephone etiquette.

Required skills

• POS system operation

What we offer

• Full‑time schedule in a leading international hospitality brand.
• Opportunities for growth within Marriott’s global network.