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About the Role

As a Guest Services Agent at the JW Marriott Hotel Berlin, you will be the central point of contact for internal and external communication, handling guest inquiries, processing bookings, and ensuring guest satisfaction. This role is crucial for achieving guest satisfaction goals and requires a talent for coordination and communication.

Responsibilities

• Serve as the central point of communication for colleagues, suppliers, guests, and interested parties.
• Address guest inquiries and handle all requests.
• Process short-term bookings and forward them correctly.
• Record and verify cost assumption entries in the PMS.
• Proactively contact (VIP) guests to offer support, clarify questions, and gather feedback.
• Make guest feedback available to all colleagues.
• Manage the Marriott Bonvoy loyalty program.
• Handle Empower and Mobile Chat securely.
• Participate in relevant meetings and training sessions.
• Contribute to achieving guest satisfaction goals.

Requirements

• Completed training as a hotel specialist and/or a degree in hotel or tourism management.
• First professional experience in Front Office / Guest Relations / Reservations is advantageous.
• Strong organizational skills and a keen interest in teamwork.
• Enjoyment and passion for goal-oriented internal and external communication.
• A warm, authentic, and sociable personality.
• Interest in digital development and its possibilities in the hotel industry.
• Compelling communication and expression skills in German and English; other languages are a plus.

Skills

• Coordination
• Communication
• Guest Relations
• Reservations
• Teamwork
• Loyalty Programs
• Digital Development

Location

• Berlin

Work Type

• Full-time

Experience Level

• Entry-level
• Some experience

Education Level

• Hotel Specialist Training
• Degree in Hotel or Tourism Management

Benefits

• Attractive remuneration for flexible work.
• Permanent contract from day one.
• Company-paid BVG/VBB ticket or free parking.
• One overnight stay with a companion at the hotel, including dinner and breakfast.
• EGYM membership with subsidized monthly cost.
• Holiday and Christmas bonus according to collective agreement (Berlin).
• 30 days of vacation from 2026.
• Worldwide travel at great employee rates.
• Corporate Benefits with vouchers for fashion, cinema, and travel.
• Online training for career development.
• Team events.
• Comfortable uniform and free cleaning.
• Extensive meals in the employee restaurant.

About the Company

• JW Marriott Berlin is managed by Marriott International and is located in the heart of Berlin.
• The hotel redefines luxury, inspired by nature's constant renewal.
• Part of the Marriott International family since 2021.
• Features 505 guest rooms and suites, meeting and conference spaces for up to 2,500 people, two restaurants, a bar, and an exclusive spa and wellness area.
• Marriott International strives to elevate the art of hospitality through innovation and thoughtful service.
• JW Marriott is part of Marriott International's luxury portfolio, with over 100 properties globally.
• JW believes associates come first, fostering a happy environment for guests.
• JW Marriott associates are confident, innovative, genuine, and intuitive.
• Offers a unique work experience with a focus on community, camaraderie, training, development, recognition, and holistic well-being.

Equal Opportunity

• Marriott International promotes equal opportunities and values a diverse workforce and an inclusive corporate culture.
• Marriott International does not discriminate on the basis of disability, former military status, or any other grounds.