Residence Inn by Marriott
3.6 out of 5 stars.
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Residence Inn by Marriott Employee Reviews for Guest Service Agent

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Guest Service Agent108 reviews
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3.4Work-Life Balance
3.3Pay & Benefits
3.2Job Security & Advancement
3.2Management
3.4Culture

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Found 108 reviews matching the searchSee all 1,973 reviews

New Management under Highgate

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There is no accountability as people can do w.e they want without fear of repercussions. Management since the Highgate takeover has seem really disconnected.Property is small but experiences issues as if it’s a resort due to people neglecting their job duties

Pros

Close to home….

Cons

Bad management, no accountability, low pay, sub par benefits
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Chaotic, calm, and fun

It's a very special blend of unprecedented chaos at random moments, with plenty of calm in between—though I feel that is most jobs. The guests that stay are incredibly sweet and fun to talk with, especially when regulars come by. The staff is the epitome of "found family" and really help smooth over any bumps or cracks that come up. Overall, a wonderful place to work.
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Workplace is fun, but job is only temporary - Ratings Split

My typical work usually starts with the log-in to the computer around 11PM. There are usually a few late check-ins/follow-ups from the PM shift and thus must follow procedures to check in those who are staying at the hotel. When all of the check-ins are done, I had to follow the procedures in order to successfully complete the job. I usually prefer to follow the main night audit checklist starting two hours later to allow me more time to correct any errors that I may have missed. As the hotel features a mini-mart next to the front desk, I also was responsible for stocking up on items from drinks to small frozen entrees and from candies to ice cream - even alcoholic beverages. Another cash count plus any additional tasks are carried out before the end of my work around 7AM along with answering any inquiries from hotel guests or the general public. I have largely enjoyed interacting with the general public and with fellow employees who I consider as good friends to interact with on a regular basis. However, the hardest part of my job is trying to keep up with the duties and responsibilities as it can be daunting for first-time night auditors like myself. I was able to learn as much as possible on what it takes to successfully complete all night auditing tasks in the short time I was in the hotel. The management at the hotel did praise me for completing all of the main night audit tasks, though they recommend me to apply for a night audit job at bigger hotels so that there are at least two night auditors and/or a night audit supervisor each day. The checklist was even more - 

Pros

Compensation was above average, benefits were on par with big brand hotels, overall job is straightforward with checklist

Cons

Very high turnover - upper management could do a much better effort to retain workers, job is varied in length and may only be temporary, morale is below average
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Great people, but they don't do anything to improve their employees lives

What is the best part of working at the company?The people who I worked with were 99.99% all excellent humansWhat is the most stressful part about working at the company?They won't pay you what you're worth, despite openly flaunting how much revenue they're bringing inWhat is the work environment and culture like at the company?Corporate nonsense is abundant
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Perfectly acceptable workplace

As a part-time employee, I truly enjoy my shifts. Customer service is not for the faint of heart, but the daily duties are not too demanding & it's exaclty what you would expect from the position.
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I love goin to work..

I love coming to work, I love the flexibility they have. I love the fact that they are understanding to someone's needs. This is the best place I have ever worked...I really love the daily pay option, I just wish the pay rate could be more.

Pros

Seeing satisfied guest, being able to help someone.

Cons

Unsatisfied guest. Pay should be a lil more.
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No Training/Housekeeping below par

Management does not train properly to help you succeed. Housekeeping drags the hotel into the ground. Guests aren't treated properly when they have issues with the hotel

Pros

Exciting guests

Cons

No safety for guests and employees besides the police department
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5 stars

What is the best part of working at the company?Pay and benefits What is the most stressful part about working at the company?Change of management What is the work environment and culture like at the company?Very friendly, every changingWhat is a typical day like for you at the company?Great and check in anywhere from 30 to 60 guests per shift, try to help guests correct any problems they might have
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Great place to work

Great teamwork environment. Management cares about my career growth. Staff works well together. The hotel has a renovation coming up soon which will help being prideful of your job.
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easy

I work the front desk and it is very laid back and easy, they work with your schedule. Not to much labor but the customer service expectations are very high while pay is very low. The hotel discounts are also a big bonus as well.
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Horrible work environment

They are constantly under staffed. You are expected to work multiple positions, but are not compensated for additional work load. Having a family is discouraged. They also can and do lie during interviews, so if they offer you certain compensation, get it in writting.
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Easy going job, great team.

I personally worked in every area in the Hotel, starting with housekeeping, housekeeping aid, laundry, kitchen and front desk. The work environment was family like and there's always someone to help around.

Pros

Sometimes free lunch, snacks and/ or breakfast. Short breaks in ocassions, leave early if needed.

Cons

Need some improvement with management communication between employees in the back of the house, Also need better private information management.
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Good Team at My Location

Pay is comparable to the area. My management is a fun team and hard working. More staffing would help, but have only worked here in a post-covid period where the staffing shortage was applicable.
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Typical 9-5

Prepare to to experience the good and bad with people. It can become a very boring job on occasion and a bit repetitve but for customer-interaction experience it's not a bad place to start.
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Front desk

This was a very-relaxed job as the hotel was quite small and I worked in the morning. A lot of coordination with housekeeping & checkouts. The computer program that was used is extremely outdated but does what it needs to do. Coworkers were nice. Only person who was a little unpleasant was the GM but didn’t bother me too much. Guests that I encountered were generally nice.Towards the end of my working there they tried to make us start pushing people to join the Marriott no boy program , kind of like sales but without the commission

Pros

Coffee machine

Cons

No breaks, standing all day
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Great Team, Great Perks

The work environment is very healthy and a great team! Also the benefits are a great perk! Definitely a great job if you are looking to fulfill helping others and taking care of guests day to day!
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Easy but high volume

Great job for anyone. The managers were big on seeing their employees grow within the company if you wanted to grow. only hard apart was the guests who felt just because their gold they get extra treatment or the guests trying to argue over prices that's set in our system.
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Great employee discount. bad management

Great employee discount. bad management low pay. bad day off days not flexible. easy job tho and it is not a busy hotel. the hotel has ling term guests.
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Terrible management team

Worst place I ever had the displeasure working there! The building is brand new and very nice but a terrible terrible place to work with the current management team there, wouldn't suggest at all. Very very unprofessional and even rude to the guests.

Pros

Brand new building

Cons

Very poor management
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Pros and cons like every job

Unfortunately management placed a lot of other departments responsibilities on the front desk. Guests were pretty easy to get along with, being a extended-stay brand they usually brought their own stuff. Not much room for growth and management was not very hands on when it came to customer satisfaction.

Pros

Travel discounts

Cons

No breaks, short on stock, bad hours
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Simple easy work

The Marriott that I worked at is now closed permanently. The management was ok, the staff members were nice, the work was simple and easy. A good job to start at and could lead to opportunities.
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Overall rating

Based on 1,973 reviews

Ratings by category

3.4 out of 5 stars for Work/Life Balance
3.3 out of 5 stars for Compensation/Benefits
3.2 out of 5 stars for Job Security/Advancement
3.2 out of 5 stars for Management
3.4 out of 5 stars for Culture

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