Guest Services & Reservations Specialist

TEXAS WESTERN MANAGEMENT PARTNERS; Houston (TX); On-site; USD 17,000 - 25,000; Full time

Job summary

Marriott Houston Energy Corridor in Houston, TX 77094 seeks a Full Time Front Desk/Guest Services Associate to greet guests, handle check-ins and check-outs, and coordinate with reservations to maximize room rates. You will answer calls, assist with wake-up requests, and promote hotel services.

The role requires professional conduct, integrity with guest records, and timely service in a busy hotel environment.

Responsibilities

• Books guest reservations and registers guests into the hotel using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals; greets, registers, and assigns rooms to guests.
• Handles confidential information, including guest records, with a high degree of integrity.
• Answers and routes calls as appropriate; takes guest messages with accuracy.
• Assists with sales and marketing efforts as directed by the General Manager.
• Offers and properly handles requests for wake-up calls.
• Records pertinent guest information in the pass on log.
• Replenishes continental breakfast as needed and keeps the area clean; ensures common area/lobby is clean.
• Performs laundry functions as directed.
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities, and outlets and becomes informed and knowledgeable of upcoming events/functions in the hotel and in the surrounding area.
• Answers guests questions about the property and amenities and directs guests to area attractions and outlets; Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Responds quickly to guest requests or complaints in a friendly manner and takes appropriate action; follows up to ensure guest satisfaction.
• Completes daily paperwork including cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges and check-outs.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
• Balances cash bag at open and closing of each shift.
• Transmits and receives messages using equipment such as a computer, telephone, email, fax, and switchboard.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.
• Note: Other duties as assigned by supervisor or management

Job description

Marriott Houston Energy Corridor in Houston, TX 77094 seeks a Full Time Front Desk/Guest Services Associate to greet guests, handle check-ins and check-outs, and coordinate with reservations to maximize room rates. You will answer calls, assist with wake-up requests, and promote hotel services.

The role requires professional conduct, integrity with guest records, and timely service in a busy hotel environment.