Position Title: At Your Service Agent (AYS Agent)

Reports To: AYS Supervisor

Department: Front Office - 040000

Shift: Varies

Role: The AYS Agent serves as the main point of contact for all guest requests and needs, including answering all internal and external calls, dispatching requests and following up to ensure guest satisfaction; and to perform job responsibilities satisfactorily and according to department standards. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.

Qualifications:

• Education: High School diploma or GED
• Experience:
  • 1–2 years in a guest service, reservations, or call center role, preferably in a luxury or upscale hotel environment.
  • Prior experience delivering personalized service to high-profile or VIP guests.
  • Experience liaising between multiple departments (housekeeping, engineering, F&B) to fulfill guest needs.
  • Familiarity with systems like Opera or similar for reservations and guest requests.
• Skills:
  • Strong verbal and written communication skills; multilingual ability is a plus.
  • Proven ability to handle high-volume calls professionally and courteously.
  • Handling guest inquiries, complaints, and special requests effectively.
  • Understanding of payment processing for in-room dining or service requests.
  • Knowledge of accurate cash handling, credit card processing, and reconciliation.
  • Ensuring accuracy in reservations, billing, and guest requests.
  • Resolving guest concerns promptly and effectively.
  • Adherence to luxury service standards.
  • Ability to anticipate guest needs and deliver tailored experiences.
  • Promoting hotel services and amenities to enhance guest experience.
  • Basic computer proficiency and knowledge of booking platforms.
  • Ability to work varied shifts, weekends, and holidays
• Required:
  • Must be able to read, write, and communicate effectively in English to perform essential job functions.

Required Work Cards needed: N/A

Key Responsibilities: Responsibilities include, but are not limited, to the following:

The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.

Essential Job Functions:

The physical demands described here reflect the essential functions of this position. In compliance with the Americans with Disabilities Act (ADA) and Nevada Revised Statutes (NRS) 613.330, reasonable accommodations will be provided to qualified individuals with disabilities.

Work is performed in a (type of location, i.e., office, kitchen, restaurant, casino, etc.) environment and in other locations throughout the property. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases too loud. Additionally, smoking is permitted in casino areas consistent with Nevada state regulations, which are followed by the employer.