At Your Service

OVERVIEW

Join the team at Marriott Orlando Downtown and be the voice behind exceptional guest experiences. As a Guest Services Communications Agent, you’ll be the first point of contact for guests reaching out via phone, email, chat, or mobile devices. Your role is vital in ensuring seamless communication, prompt service, and personalized support that reflects our commitment to excellence. 

RESPONSIBILITIES:

• Respond to guest inquiries, requests, and concerns via telephone, email, chat, and mobile platforms.
• Operate the telephone switchboard, manage wake-up call requests, and direct calls appropriately.
• Accurately receive, record, and relay messages.
• Log guest requests/issues in the system and coordinate with relevant departments (e.g., Housekeeping, Bell Services).
• Follow up with guests to ensure satisfaction and resolution.
• Provide detailed information about room features, hotel amenities, and local attractions.
• May assist with room service orders, menu questions, and POS system transactions.
• Support guests with internet access and in-room entertainment systems.
• Maintain a professional appearance and uphold company standards.
• Foster positive relationships with team members and contribute to a collaborative work environment.
• Comply with quality assurance standards and perform other duties as assigned.

REQUIREMENTS:

• High school diploma or equivalent; hospitality experience preferred.
• Strong communication skills with a clear, professional phone etiquette.
• Ability to multitask and remain calm under pressure.
• Proficiency in using computers and mobile communication tools.
• Ability to read and verify information in various formats.
• Physical ability to sit, stand, or walk for extended periods and lift up to 10 lbs.
• Commitment to guest satisfaction and a team-oriented mindset.
• Must be able to work flexible hours, including weekends and holidays.

The Marriott Orlando Downtown Hotel is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.