Guest Service Representative

Job Posting

Job Number 25170810

Job Category : Rooms & Guest Services Operations

Location : Fairfield by Marriott Inn & Suites Memphis Germantown, 9320 Poplar Pike, Germantown, Tennessee, United States, 38138

Schedule : Full Time

Located Remotely? No

Position Type : Non-Management

Expiration Date : 12 / 07 / 2025

This hotel is owned and operated by an independent franchisee, DSJ Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Provide supervision to others through motivation, direction, review, and feedback of assigned tasks. Initial point of contact for all front desk, back of house associates and breakfast attendants. Maintains inventories for Front Desk, back of house, breakfast and the Market. Reviews special projects for individual Front Desk Associates to include Brand standard training, GXP reporting, guest chat, etc.

Enforces and executes time and attendance policies, check in and out procedures to ensure transactions are accurately balanced in terms of charges, payments, and guest billing. Coordinates Signature Coaching Calls and teaching moments for Front Desk, Back of House Associates and Breakfast Attendants. Responds to guest issues in a professional and timely manner while ensuring that all Front Office Staff, including back house associates and breakfast attendants do the same. Responds to OTA (Online Travel Agency) and Third-Party guest reviews daily. Research and attempts to resolve guest complaints or problems with the established guidelines. Coordinates with Housekeeping staff and assists with room readiness checks and / or inspections.

Performs all other duties as may be assigned. You are responsible for ensuring all shifts have coverage; even if that means you are covering the shift. Customer Service : Ability to manage difficult or emotional guests and employee situations. Respond promptly to guest and employee needs. Solicits client feedback to improve service. Responds to requests for service and assistance. Meet commitments. Problem Solving : Identifies and resolves problems in a timely manner. Develop alternative solutions. Ability to use reason even when dealing with emotional topics. Professionalism : Approaches others in a tactful manner. Reacts well under pressure Time Management : Prioritizes work activities; uses time efficiently. Plans for additional resources. Sets goals and objectives. Develops realistic action plans. Management of Personnel Resources : Motivating, developing, and directing people as they work, identifying the best people for the job. Clerical : Has knowledge of administrative and clerical procedures and systems procedures and systems such MS Office, Guestvoice, GXP, eBonus, managing files and records and other office procedures and terminology.

This company is an equal opportunity employer.