Guest Relations Supervisor - The Madrid EDITION
Guest Relations Supervisor - The Madrid EDITION
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Job Description
POSITION SUMMARY
Answer record and process all guest calls requests questions or concerns. Contact appropriate individual or department to resolve guest call request or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines check back with callers on hold to update status take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service providers customer support line. Assist callers with credit card calling card long distance collect overseas and person to person calls. Log guest requests incidents adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information.
Assist management in training scheduling evaluating motivating and coaching employees; serve as a department role model. Follow 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 guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand sit or walk for an extended period of time. 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.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive peoplefirst culture.We are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
Manager
Employment Type
Full-Time
