Guest Experience Specialist

Courtyard by Marriott Philadelphia South at The Navy Yard; Philadelphia (Philadelphia County); On-site; USD 21,000 - 30,000; Full time

Job summary

Courtyard by Marriott Philadelphia South at The Navy Yard is seeking a Front Desk/Guest Services associate to coordinate and oversee arrivals and departures, handle check-ins/outs, reservations, and special requests while ensuring accurate billing and secure keys.

You will respond to guest inquiries, balance cash drawers, communicate wake-up calls, and uphold service standards, confidentiality, safety, and the hotel’s policies. The role requires professional appearance and strong customer care.

Qualifications

• Follow all company policies, procedures, and service standards.
• Promptly report accidents, injuries, unsafe conditions, or maintenance concerns.
• Maintain a neat, professional appearance in accordance with grooming and uniform standards.
• Welcome every guest in a warm and professional manner, providing service that anticipates and exceeds guest expectations.
• Accommodate and assist guests with disabilities in accordance with standards.
• Express genuine appreciation to guests and create a positive guest experience.
• Communicate clearly and professionally with guests and associates, including proper telephone etiquette.
• Build and maintain effective working relationships with colleagues to achieve goals.
• Adhere to quality assurance standards and service excellence expectations.
• Remain on feet or seated for extended periods as required by business demands.
• Lift up to 10 pounds and perform additional duties as assigned.

Responsibilities

• Coordinate and oversee all guest arrivals and departures, including check-ins and check-outs.
• Verify, process, and secure all forms of payment; reconcile guest accounts.
• Issue, activate, and manage guest room keys.
• Respond promptly to guest inquiries and requests with timely follow-up.
• Balance cash banks and complete end-of-shift reports.
• Provide wake-up call requests and communicate with the appropriate department.
• Maintain guest records and incident reporting for security and safety.
• Ensure housekeeping and front desk coordination for smooth operations.

Job description

Courtyard by Marriott Philadelphia South at The Navy Yard is seeking a Front Desk/Guest Services associate to coordinate and oversee arrivals and departures, handle check-ins/outs, reservations, and special requests while ensuring accurate billing and secure keys.

You will respond to guest inquiries, balance cash drawers, communicate wake-up calls, and uphold service standards, confidentiality, safety, and the hotel’s policies. The role requires professional appearance and strong customer care.