Job Category: Customer Service
About the Company
Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. They actively foster an environment where the unique backgrounds of their associates are valued and celebrated. Their greatest strength lies in the rich blend of culture, talent, and experiences of their associates. They are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Role: Guest Experience Agent / Telephone Operator
Job Responsibilities:
- 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 guests 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 the provider's customer support line.
- Test communications equipment to make certain it works properly.
- Respond to special requests from guests with unique needs.
- Contact appropriate individual or department as necessary to resolve guest calls, requests, or problems.
- Follow up with guests to make certain their requests or problems have been met to their satisfaction.
- Dispatch bell staff or valet staff as needed.
Additional Responsibilities:
- Follow all company policies and procedures.
- Report accidents, injuries, and unsafe work conditions to the manager.
- Make sure 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 the 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.
Requirements (What We’re Looking For):
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None.