Guest Service Agent – Brisbane Marriott Hotel – 515 Queen Street


Job Number 19131835
Job Category Rooms and Guest Services Operations
Location Brisbane Marriott Hotel| 515 Queen Street| Brisbane| Queensland|
Brand Marriott Hotels Resorts /JW Marriott
Schedule Part-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.


Arrive at work on time in the correct attire| conforming with the Brisbane Marriott Hotel grooming LSOP.

Obtain a solid knowledge of the hotel product| including room types| rates| food and beverage outlets and other hotel features and guest facilities.

Support and abide with the Brisbane Marriott Hotel LSOP’s pertaining to Anti–Discrimination| Sexual Harassment| Equal Employment Opportunity and Guarantee of Fair Treatment.

Perform all duties to satisfy the Marriott “Business Ethics” value system of integrity| fairness| respect| honesty and trust.

Be aware of all environmental practices| policies and procedures and implement these on a daily basis.

Be aware and adhere to all Brisbane Marriott Hotel Work Health and Safety and Security policies and procedures.

Perform any reasonable task as requested by management.


To have a complete knowledge of all room types| rates and hotel matrix.

To develop a close and harmonious working relationship with departments.

Attend meetings and training sessions and meetings as required.

To anticipate guest needs and handle guest enquiry’s in a helpful and attentive manner.

To be knowledgeable on all facilities provided within the Hotel; operating hours| costs| etc.

Have a complete knowledge of Marriott Hotel Policy and Procedures| keep up to date via email.

To have a thorough knowledge of Room Service Operation and be able to use Micros.

Be able to input data into Guestware for reporting and tracking guest complaints| issues and hotel requests.

To be completely conversant on all facilities provided within the hotel| operating hours| costs etc.

Have a complete knowledge of the hotel’s LSOPs; keep up to date via AYS logbook and memo log.

Handle all telephone communications in a polite and friendly| professional and efficient manner and anticipate guest needs as per LSOP.

Ensure that information is transferred from shift to shift| via logbook| ensuring a smooth transition.

Operate and control the hotel paging system per procedure as well as ensuring any maintenance that is required is completed in a timely manner.

Handle reservation enquiries| ensuring guest needs are met and hotel potential revenue maximised| in a helpful efficient manner. Assist Reservations department and Front Office department as required.

Maintain an information manual covering all facets of the hotel operation| costs| hours of operation etc.

Greet and acknowledge guests from at least 2 metres.

Listen to customer requests.

Suggest alternatives to meet customer needs in terms of product features and benefits.

Offer information and services where appropriate and where time allows.

Thank customers and invite our guests to return.

Monitor daily arrivals ensuring all requests are carried out wherever possible and all realistic expectations are met and ensure all reservations are honoured.

Complete all shift duties as outlined on shift checklist prior to the end of shift.

Handle reservations| ensuring guest needs are met| in a helpful efficient manner| input into the system as per procedure.

Converting of houseguests’ foreign currency to local currency.

Conduct site inspections as required by management.

Ensure credit policy is adhered to at all times| and any variance must be reported to the Assistant Manager immediately.

Ensure all check-ins/outs are efficient.

Ensure all stationery levels and equipment is well maintained.

Follow all SOP’s and LSOP’s pertaining to cash handling.

Issue safety deposit boxes to hotel guests| access and release as per Marriott procedure.

Report health/safety and security hazards to management.

Ensure Front Office is kept well stocked| clean and tidy at all times according to procedures.

Deal with guest complaints in a positive and professional manner by using the L.E.A.R.N. procedure. The AYS Agent should always try to resolve any issue or guest complaint by taking responsibility and ensuring that the guest feels comfortable. Resort to transferring the caller to management where necessary.

Provide telephone etiquette to a 5 star standard

Ensure all guest requests are carried out and all realistic expectations are met.

Develop a close and harmonious working relationship with all departments within the hotel.

Relieve| handle and relay messages| emails and faxes in an efficient and friendly manner as per Marriott LSOP.

Carry out emergency procedures according to LSOP.

Carry out requests as directed by management.

Take and give wake up calls as requested per LSOP.

Ensure information is communicated from shift to shift.

Assist with Telecommunication duties when necessary.

Assist with Night Audit duties when necessary.

Assist with Concierge duties when necessary.

Perform tasks as listed on the Reception Daily Checklist.

Update guest folios ensuring a high degree of accuracy.

Maintain a float| ensuring it is always balanced| and perform and audit after each shift ensuring accuracy. Deposit takings into the safe in accordance with set standards.

Post charges for operator assisted calls and faxes to guest accounts.

Maintain and update guest history.

The Hotel requires that you will follow established Workplace Health and Safety rules and regulations and demonstrate duty of care to all of our associates.

Perform any other duties as requested by Management.