Guest Service Agent (full time)

39AJG; Gold Coast City; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

Career development

Discounts on properties

Recognition programs

Hotel training opportunities

Wellbeing programs

Job summary

JW Marriott Surfers Paradise is seeking a Guest Service Agent to greet guests, welcome arrivals, and manage check-in and check-out with warmth and efficiency. You will handle the front desk switchboard, process payments, and ensure every guest feels valued from reservation to departure.

Ideal candidates will have hospitality study or experience in Front Office, strong written and verbal communication, and the ability to work a rotated roster.

Qualifications

• Hospitality related course preferred.
• Front Office experience or strong customer service background.
• Excellent written and verbal communication skills.
• Available for rotated shift roster.
• Proficiency in Opera PMS and Microsoft Office a plus.

Responsibilities

• Process guest check-ins and check-outs efficiently.
• Handle multiple payment types per procedures.
• Respond to guest calls, messages, and requests.
• Coordinate with Housekeeping on room readiness.
• Explain parking procedures and local areas of interest.
• Prepare daily arrivals/departures reports.
• Balance cash and close cashier reports.

Skills

Front Office

Customer service

Opera PMS

Microsoft Office

Shift work

Education

Hospitality course

Tools

Opera PMS

Job description

Additional Information

Job Number26117236

Job CategoryRooms & Guest Services Operations

Location158 Ferny Avenue, Surfers Paradise Queen 4217, AustraliaVIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

Guest Service Agent

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

JW Marriottis part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co‑workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

Our Guest Service Agents are theface of the hotel.Theygreet and welcomeeveryone as well as carryingout the checking in and out of hotel guests, manage the switchboard and assist guests with any queries or requests they may have. They process all payment methods in accordance with accounting procedures and policies and follow property control audit standards and cash handling procedures. Guest Service Agents are responsible for providing an outstanding guest experiences from the point of reservation to departure. They will have sound interpersonal and communication skills in order to liaise with various departments and guest.

Critical responsibilities

• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
• Process all payment types such as room charges, cash, checks, debit, or credit
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed
• Supply guests with directions and information regarding property and local areas of interest
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system
• Cash guests' personal checks and traveler's checks.
• Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.

Successful Candidates will have:

• Completing or currently studying in Hospitality related course preferred
• Has previous experience in Front Office Operations
• Strong background in Front Office or customer service is preferred
• Is available for shift work on a rotated roster
• Outstanding written & verbal communication skills.
• A team player, with flair for guest experience.
• Computer Literate in Microsoft office with previous Experience in Opera PMS will be highly regarded.

The Benefits

• Unlimited strategic development and career opportunities
• Generous accommodation and food and beverage discounts including all properties within the Marriott International group
• Recognition programs to keep you motivated
• The best hotel training opportunities provided
• Wellbeing and mindfulness programs to ensure you stay healthy

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co‑workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.