Marriott Careers

Guest Services Agent

Macao, Macao S.A.R.
Rooms and Guest Services Operations

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Jan 02, 2018
Job Number 17001KDS
Job Category Rooms and Guest Services Operations
Location Sheraton Grand Macao Hotel, Cotai Central, Macao, Macao VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us

Start Your Journey With Us

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With over 6000 properties, you’ll find us in your neighborhood and in more than 122 countries across the globe. Learn about our 30 hotel brands at Find Your World.

Sheraton Grand Macao Hotel, Cotai Central is part of the Marriot International family which located on the Cotai Strip. The World’s largest Sheraton’s with 4,001 guest rooms and suites. The hotel’s two stunning towers included seven restaurants and lounges, over 9,000 sqm meeting space, fitness center, spa and three outdoor swimming pools.


萬豪國際是世界領先的酒店業,擁有多間國際知名品牌酒店,給予員工更多的發展機會促進成長並取得成功。萬豪國際旗下擁有超過6,000個物業,您將在鄰近及全球122多個國家和地區找到我們的身影。 請瀏覽了解30個酒店品牌的更多資訊。 尋找你的世界。


Job Summary


Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.


Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft.


Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.


Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance 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.


Job Requirements

  • Good and positive hospitality attitude.
  •  High school, diploma in hotel management or equivalent educational qualification required.
  • Good communication skills, both verbal and written in Chinese and English.
  • High school, diploma in hotel management or equivalent educational qualification required.
  • Previous concerned working experience is preferred, but can be replaced by general good attitude and appearance and with potential to easily learn the skills.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.