Customer Service Agent

Marriott is seeking a Customer Service Agent to deliver exceptional service to guests across our global lodging portfolio. In this on-site role, you will handle reservations, check-ins, and guest inquiries while resolving issues with professionalism and care. You'll collaborate with hotel teams to ensure a seamless stay experience, upsell rooms and services, and follow Marriott's service and brand standards. Marriott provides structured training, growth opportunities, and competitive benefits in a culture based on respect, integrity, and service excellence.

Responsibilities

• Provide friendly, efficient service to guests via phone, email, and in person
• Manage reservations, check-ins, and basic billing inquiries using hotel systems
• Resolve guest issues, complaints, and service requests promptly and professionally
• Collaborate with front desk, housekeeping, and food & beverage teams to support guest needs
• Accurately document guest interactions and follow up to ensure satisfaction
• Upsell rooms, services, and packages when appropriate
• Adhere to Marriott service standards, policies, and security procedures
• Participate in ongoing training to maintain knowledge of brand programs and property offerings

Required Skills

• Customer service
• Hospitality operations
• Hotel reservation systems (PMS)
• Point-of-sale (POS) systems
• Conflict resolution
• Verbal communication
• Written communication
• Upselling and cross-selling
• Time management
• Basic computer proficiency