Cosa comprende il lavoro
Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.
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. Enter and locate information using computers and/or POS systems. 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.
Safety and Security
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures
Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Address guests' service needs in a professional, positive, and timely manner.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Assist other employees to ensure proper coverage and prompt guest service.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Working with Others
Develop and maintain positive and productive working relationships with other employees and departments.
Support all co-workers and treat them with dignity and respect.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Enter and locate work-related information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Activate and deactivate guest room message lights as appropriate.
Transfer guests with internet access issues to the internet service provider's customer support line.
Test beepers and radios to ensure communications equipment works properly.
Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
Answer, record, and process all guest calls, requests, questions, or concerns.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Receive, record, and relay messages accurately, completely, and legibly.
Accept and record wake-up call requests and deliver to appropriate department.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Deliver wake-up calls for guests at requested time.
Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
At Your Service/Delighted to Serve
Follow up with guest regarding satisfaction with guest-related issues.
Respond to special requests from guests/residents with unique needs.
Dispatch bell staff or valet staff as needed.
Customer Service Orientation
English Language Proficiency
Telephone Etiquette Skills
High school diploma/G.E.D. equivalent
Related Work Experience
No related work experience is required
No supervisory experience is required
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.