Carmel Management LLC
Guest Service Representative
Full Time • Charlotte, NC
Guest Service & Hospitality
- Greet and assist guests with a warm, professional, and brand-standard Marriott welcome
- Perform guest check-ins and check-outs efficiently while ensuring accuracy and privacy
- Handle guest inquiries, requests, and complaints promptly to ensure a positive guest experience
- Resolve service issues calmly and professionally, escalating when necessary
- Communicate hotel amenities, policies, loyalty benefits, and local information clearly
- Deliver personalized service to Marriott Bonvoy members and recognize elite status benefits
Front Desk & Operational Duties
- Operate the front desk during evening hours, including high-volume check-in periods
- Balance guest needs with operational efficiency during shift transitions
- Coordinate with housekeeping, maintenance, and security to address guest needs
- Monitor room availability, late arrivals, and no-shows
- Prepare shift reports and communicate important information to night audit staff
- Maintain a clean, organized, and professional front desk area
FOSSE (Marriott Property Management System)
- Use FOSSE to check guests in and out accurately
- Assign and change room types as needed based on availability
- Post room charges, incidentals, and adjustments correctly
- Manage reservations, extensions, cancellations, and room moves
- Review guest profiles and notes to ensure accurate service delivery
- Handle cash, credit card transactions, and folios according to Marriott standards
Cash Handling & Compliance
- Process payments, refunds, and authorizations accurately
- Balance cash drawer and complete end-of-shift paperwork
- Follow Marriott brand standards, safety procedures, and data privacy guidelines
- Adhere to PCI compliance and company policies
Evening Shift Responsibilities
- Manage late check-ins and special guest requests
- Ensure smooth handoff to night audit team
- Monitor lobby activity and support guest safety during evening hours
- Maintain professionalism during peak and overnight transition periods
Compensation: $17.00 - $18.00 per hour