Guest Services Associate I at Marriott International, Inc.

Job Number: 21145369
Location: Anthony Way, Lagos
Schedule: Full-Time
Position Type: Non-Management
Brand: Sheraton Hotels & Resorts
Job Category: Rooms & Guest Services Operations

Position Summary

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions.
• Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.
• Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation.
• Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors.
• Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
• Comply with quality assurance standards. Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.