Guest Service Agent

Based at the Sheraton Grand London Park Lane Hotel, a Grand Experience Crafted in Mayfair.

Benefits:

• Part of Marriott International – national and internal promotion opportunities.
• World‑class training and development programmes.
• Work with experienced hospitality professionals.
• Discounted room nights & food and beverage.
• Complimentary laundry, free meals on duty.
• Access to flexible benefits.
• Eligible for Service Charge.

Responsibilities:

• Process all guest check‑ins, check‑outs, room assignments and room change/late check‑out requests.
• Secure payment; activate/reissue room keys and ensure rates match market codes.
• Verify and adjust billing for guests; document exceptions.
• Communicate with appropriate staff when guests wait for an available room and advise guests of messages.
• Clear departures in the computer system and coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate telephone switchboard station, answer, record and process all guest calls, requests, questions or concerns and follow up to ensure satisfaction.
• Run and check daily reports, contingency lists and credit card authorization reports.
• Supply guests with directions and information; arrange transportation for guests/visitors.
• Count and secure bank at the beginning and end of shift; handle all payment types, vouchers and charges and provide change.
• Notify Loss Prevention/Security of any reports of theft.
• Perform other related tasks as assigned by management.
• Follow company policies and procedures; report accidents, injuries, unsafe work conditions, ensure uniform and appearance are professional, maintain confidentiality and protect company assets.
• Welcome and acknowledge guests according to company standards; anticipate and address guest service needs; assist individuals with disabilities; speak using clear professional language and respond appropriately to employee concerns.

Physical Demands / Work Environment:

• Stand, sit or walk for an extended period of time.
• Move, lift, carry, push, pull and place objects weighing ≤ 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Legal Statement:

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.