Front Office Guest Service Agent
Sheraton Resort & Spa Tokoriki Island FijiPOSITION SUMMARY
The Front Office Guest Service Agent process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.
Assist management in training, motivating, and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Our Benefits
- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
- Grow, develop, and progress with internationally recognized training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
- Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
- Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness
Education and Experience
- Certificate in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Minimum 2 years’ experience in Front Office, Guest Services, or another operational leadership role within the hotel industry.
- Proven experience handling guest concerns, operational challenges, and team supervision.
- Experience in managing shift operations in a 4‑ or 5‑star hotel environment strongly preferred.
- Demonstrated ability to lead cross-functional teams effectively.
- Background in handling emergencies, incident reporting, or security procedures is an advantage.
- Self-motivated, driven and energized in a fast-paced environment
- Armed with smart solutions and a can-do attitude
- Eligible for individuals with working rights in Fiji.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.