Guest Services Agent – Luxury Front Desk

HEI Hotels & Resorts; Anaheim (CA); On-site; USD 68,562,000 - 92,761,000; Full time

Benefits offered by this job

Free parking

Complimentary hot meals during breaks

Health and dental insurance through HE

Vision insurance through EyeMed

401(k) with matching

Employee discounts

Job summary

JW Marriott Anaheim Resort, part of HEI Hotels and Resorts, seeks a guest-focused front desk associate to welcome guests, assist with arrival and departure, and manage check-in/check-out using our computer system.

This role requires hotel experience, strong customer service, and the ability to handle payments, currency exchange, and concierge messaging while maintaining composure during busy periods. The position offers weekends/shift flexibility with benefits including parking and meals.

Qualifications

• Hotel experience preferred.
• Strong math skills for calculations.
• Excellent customer service and patience.
• Ability to stand and move at front desk.
• Able to use computer systems to input information.
• Ability to recognize emergency situations.
• Ability to build relationships with guests and colleagues.
• Strong verbal and written communication skills.
• Adapt communication for different audiences.

Responsibilities

• Greet guests with a friendly welcome and provide information.
• Complete registration using the hotel computer system and process room keys.
• Handle payments, currency conversions, and post charges to rooms.
• Answer phones, deliver messages, and assist guests with requests.
• Close guest accounts at checkout and address disputes or adjustments.
• Respond to guest complaints and resolve issues promptly.
• Stay calm and assist during emergencies and high activity.
• Perform other duties as assigned.

Skills

Hotel experience

Calculator skills

Customer service

Front desk mobility

Computer systems input

Emergency awareness

Interpersonal relationships

Verbal and written comms

Communication adaptability

Job description

JW Marriott Anaheim Resort, part of HEI Hotels and Resorts, seeks a guest-focused front desk associate to welcome guests, assist with arrival and departure, and manage check-in/check-out using our computer system.

This role requires hotel experience, strong customer service, and the ability to handle payments, currency exchange, and concierge messaging while maintaining composure during busy periods. The position offers weekends/shift flexibility with benefits including parking and meals.