Guest Experience Specialist | Front Desk & Service

Residence Inn by Marriott Santa Fe; Santa Fe (NM); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Competitive wages

Medical, Dental and Vision Health

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

Travel Discounts

Commuter Benefits

Employee Assistance and Wellness

Educational/Professional Development

Referral Bonus Program

Job summary

Residence Inn by Marriott Santa Fe seeks a Guest Service Agent to greet, register and service guests in a friendly, brand-aligned manner, using the hotel PMS system to manage reservations, payments and guest requests. The role supports breakfast service during peak times, assists with luggage when staffing allows, and strives to elevate guest satisfaction while adhering to safety standards.

Prior customer service experience and PMS knowledge are preferred.

Qualifications

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Greet guests and assist with their needs.
• Register and assign guests to rooms.
• Manage payments and verify credit.
• Make and confirm reservations.
• Handle billing, balance accounts, and audits.
• Transmit and receive messages using the PMS system.
• Respond to guest requests promptly.
• Resolve guest complaints or escalate to supervisor as needed.
• Secure guests' valuables in hotel safe or safe-deposit boxes.
• Assist in the breakfast area or with luggage during peak periods.
• Follow safety procedures and OSHA/MSDS standards.
• Perform other duties as requested by management.

Skills

Customer service experience

Communication skills

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Residence Inn by Marriott Santa Fe seeks a Guest Service Agent to greet, register and service guests in a friendly, brand-aligned manner, using the hotel PMS system to manage reservations, payments and guest requests. The role supports breakfast service during peak times, assists with luggage when staffing allows, and strives to elevate guest satisfaction while adhering to safety standards.

Prior customer service experience and PMS knowledge are preferred.