About This Role
This role involves operating the telephone switchboard and handling various guest requests and inquiries in a hospitality setting. The Communications Agent provides information, resolves issues, and ensures guest satisfaction by coordinating with other departments.
Responsibilities
- Operate telephone switchboard station to answer calls and monitor lines
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
- Answer, record, and process all guest calls, messages, requests, questions, or concerns
- Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest calls, requests, or problems
- Follow up with guests to ensure their requests or problems have been met to their satisfaction
- Supply guests with directions and information regarding property amenities, services, hours of operation, local areas of interest, and activities
- Review shift logs/daily memo books and document pertinent information in logbooks
- Notify Loss Prevention/Security of any guest reports of theft
- Report accidents, injuries, and unsafe work conditions to manager
- Follow all company policies and procedures
- 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
- 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
- Read and visually verify information in a variety of formats
- Stand, sit, or walk for an extended period of time or for an entire work shift
- 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
- High school diploma or G.E.D. equivalent
- No related work experience
- No supervisory experience
- No license or certification required
About the Company
Marriott International is dedicated to being an employer that values and celebrates the unique backgrounds, culture, talent, and experiences of its associates.
