Guest Service Agent

Come for a job, Stay for a career!

Come Join the Waterford Hotel Group Team!

Waterford Hotel Group is continuously looking to meet the best and brightest talent that the hospitality industry has to offer. Waterford is dedicated to the growth and development of our associates and we welcome you to discover a culture where your contributions are recognized and celebrated. If you want to be part of a team that embraces collaboration with a focus on continuous improvement and you think you have what it takes to “wow” our customers, we invite you to explore a career with Waterford Hotel Group.

What You Will Be Doing

The Guest Service Agent is the face of the hotel and plays a vital role in ensuring a welcoming, positive, and seamless guest experience. This position is responsible for welcoming guests, handling check-ins and check-outs, managing reservations, and assisting with guest inquiries while delivering outstanding customer service that aligns with Marriott and Waterford Hotel Group's high standards.

Job Requirements + Responsibility

• Greet and welcome guests with a warm, professional demeanor.

• Perform check-in and check-out procedures efficiently, ensuring accuracy and adherence to hotel policies.

• Process reservations, modifications, and cancellations as needed.

• Provide guests with information about hotel services, amenities, local attractions, and dining recommendations.

• Handle guest concerns and resolve issues promptly and professionally to ensure guest satisfaction.

• Pre-arrival planning for current day though upcoming week
• Review upcoming arrivals, special requests, package reservations
• Review upcoming groups, and special requirements for all.
• Monitor the mobile dashboard to send mobile keys prior to arrival time.
• Constant monitoring of the Guest Service experience platform for guest needs, respond and resolve within the brand standard allotted time. Review all Ambassador Elite Member arrivals

• Accurately process payments, including cash, credit cards, and Marriott Bonvoy points.

• Manage room inventory and communicate with housekeeping to ensure rooms are ready for arrivals.

• Assist in upselling rooms and promoting Marriott Bonvoy membership enrollment.

• Coordinate with other departments, including housekeeping, maintenance, and food & beverage, to meet guest needs.

• Communicate effectively with colleagues and supervisors to ensure smooth hotel operations.

• Follow all Marriott and Waterford brand standards, policies, and procedures.