Guest Welcome Agent — Luxury Front Desk & Service

22322664; Sydney; On-site; AUD 42,000 - 54,000; Full time

Benefits offered by this job

Hotel discounts

World-class training

Discounts on food & beverage

Wellbeing programs

Employee Assistance Program

Great Places to Work certification

Job summary

W Sydney is seeking a Welcome Agent (Guest Service Agent) to greet guests with warmth and charm, ensuring a seamless arrival experience in a luxury setting. You will handle check-ins, check-outs, and guest inquiries with a proactive, polished approach.

Responsibilities include processing reservations and room keys, coordinating with Housekeeping, guiding guests on property and local areas, and maintaining Marriott standards of service and safety while supporting a vibrant guest experience.

Responsibilities

• Process guest check-ins by confirming reservations, assigning rooms and activating room keys
• Process all check-outs including resolving any late and disputed charges
• Review the panel to process the mobile check-out requests, perform check-out on the PMS system and follow up with e-folios sending to guests
• Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including solving any late and disputed charges
• Co-ordinate with Style (Housekeeping) to track readiness of rooms for check-in and report any guest concerns
• Answer, respond to and process all guest calls, messages, questions or concerns
• Give guests information and directions regarding property and local areas of interest
• 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
• Count bank at the beginning and end of shift. Balance and drop receipts according to W Sydney’s specifications
• Always follow Standard Operating Procedures and Marriott International’s policies and guidelines
• Follow all company safety and security policies and procedures, report accidents, injuries, and unsafe work conditions to manager
• Perform other reasonable job duties as requested by Shift Leaders

Job description

W Sydney is seeking a Welcome Agent (Guest Service Agent) to greet guests with warmth and charm, ensuring a seamless arrival experience in a luxury setting. You will handle check-ins, check-outs, and guest inquiries with a proactive, polished approach.

Responsibilities include processing reservations and room keys, coordinating with Housekeeping, guiding guests on property and local areas, and maintaining Marriott standards of service and safety while supporting a vibrant guest experience.