GUEST SERVICE SPECIALIST

Location: JW Marriott Marquis Miami | 255 Biscayne Blvd Way, Miami Florida 33131 USA

Schedule: Full-Time

Position Type: N-Management

Benefits

Health Insurance

Dental and Vision

Paid Time Off

401K

Parking and Metro Reimbursement

Travel Perks and Benefits

Recognition and Rewards

Growth Opportunities

Holiday pay

Free Meals

Free uniforms

Free life insurance

Free short-term disability

…and much more!

Job Summary:

Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact the appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest calls, requests, or problems. Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting forms of payment, assigning rooms, and activating and issuing room keys or mobile keys. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to the room.

Assist management in training, motivating, and coaching new and existing employees; serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and 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.

JW Marriott Marquis Miami's foundation is its commitment to genuine hospitality — a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners, and the communities in which its hotels operate.

By doing so, JW Marriott Marquis Miami strives to become the industry leader in delivering the true meaning of hospitality. This has resulted in consistent, superior financial performance as well as repeated recognition from industry and community leaders. The company has amassed numerous awards for a variety of efforts from energy conservation to product development to associate recognition and business results.

Our Mission

We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.

Our Vision

To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.

Our Core Values

We Inspire People

We Embrace Innovation

We Pursue Accountability