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Guest Service Representative

Carmel Management LLC

Charlotte, NC

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JOB DETAILS
SKILLS
Card Processing, Corporate Compliance, Fast Food, Housekeeping/Cleaning, Organizational Skills, PCI, Problem Solving Skills, Property Management, Reporting Skills, Safety Process, Service Delivery
LOCATION
Charlotte, NC
POSTED
27 days ago
Guest Service & Hospitality


  • Greet and assist guests with a warm, professional, and brand-standard Marriott welcome

  • Perform guest check-ins and check-outs efficiently while ensuring accuracy and privacy

  • Handle guest inquiries, requests, and complaints promptly to ensure a positive guest experience

  • Resolve service issues calmly and professionally, escalating when necessary

  • Communicate hotel amenities, policies, loyalty benefits, and local information clearly

  • Deliver personalized service to Marriott Bonvoy members and recognize elite status benefits

Front Desk & Operational Duties


  • Operate the front desk during evening hours, including high-volume check-in periods

  • Balance guest needs with operational efficiency during shift transitions

  • Coordinate with housekeeping, maintenance, and security to address guest needs

  • Monitor room availability, late arrivals, and no-shows

  • Prepare shift reports and communicate important information to night audit staff

  • Maintain a clean, organized, and professional front desk area

FOSSE (Marriott Property Management System)


  • Use FOSSE to check guests in and out accurately

  • Assign and change room types as needed based on availability

  • Post room charges, incidentals, and adjustments correctly

  • Manage reservations, extensions, cancellations, and room moves

  • Review guest profiles and notes to ensure accurate service delivery

  • Handle cash, credit card transactions, and folios according to Marriott standards

Cash Handling & Compliance


  • Process payments, refunds, and authorizations accurately

  • Balance cash drawer and complete end-of-shift paperwork

  • Follow Marriott brand standards, safety procedures, and data privacy guidelines

  • Adhere to PCI compliance and company policies

Evening Shift Responsibilities


  • Manage late check-ins and special guest requests

  • Ensure smooth handoff to night audit team

  • Monitor lobby activity and support guest safety during evening hours

  • Maintain professionalism during peak and overnight transition periods


About the Company

C

Carmel Management LLC

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