Guest Service Agent – Call Centre

About the role

As a Guest Service Agent in our call centre, you will be the first point of contact for guests, handling inquiries, requests and issues across multiple channels. You will ensure each interaction reflects Marriott’s commitment to wonderful hospitality.

Key responsibilities

• Answer, record and process guest requests via telephone, email, chat and mobile devices.
• Operate the telephone switchboard, manage wake‑up call requests and route calls to the appropriate extensions.
• Log all guest interactions in the system, coordinate with relevant departments (e.g., housekeeping, bell‑person) and follow up to confirm resolution.
• Provide information on room features, property amenities and local attractions.
• Process food and beverage orders, answer menu questions and record transactions using the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment systems.
• Maintain professional appearance, confidentiality and compliance with company policies.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior work experience required.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.
• Strong verbal communication and clear telephone etiquette.

Required skills

• Operation of telephone switchboard systems.
• Basic proficiency with point‑of‑sale (POS) software.
• Computer literacy for logging and tracking guest requests.

What we offer

• Equal‑opportunity workplace that values diverse backgrounds.
• Opportunities for career growth within a global hospitality brand.