Guest Service Agent

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

Description

Coordinate and oversee all guest arrivals and departures, including check-ins, check-outs, room reservations, modifications, cancellations, and special requests. Verify, process, and secure all forms of payment; review and reconcile guest accounts to ensure billing accuracy. Issue, activate, and manage guest room keys. Respond promptly to guest inquiries, requests, and messages, ensuring appropriate follow-up and resolution. Generate and maintain contingency reports to provide accurate guest records in emergency situations. Educate guests on room features and hotel amenities, services, operating hours, and local attractions. Investigate and follow up on unresolved guest concerns or outstanding requests from previous shifts to ensure complete resolution. Review daily operational reports and logs to maintain awareness of hotel activities and guest needs. Complete required cashier functions and end-of-shift reports within designated systems. Receive, document, and communicate wake-up call requests to the appropriate department. Maintain accountability of assigned cash banks by balancing and securing funds at the beginning and end of each shift. Process cash, credit card transactions, vouchers, corrections, miscellaneous charges, and provide accurate change. Report guest incidents involving loss, theft, or security concerns to management.

Requirements

Follow all company policies, procedures, and service standards. Promptly report accidents, injuries, unsafe conditions, or maintenance concerns to management. Maintain a neat, professional appearance in accordance with company grooming and uniform standards. Protect confidential information and safeguard company assets. 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 company 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 and support team objectives to achieve operational goals. Adhere to quality assurance standards and service excellence expectations. Remain on feet or seated for extended periods as required by business demands. Lift, carry, push, pull, or move items weighing up to 10 pounds without assistance. Perform additional duties and responsibilities assigned by management.