Guest Service agent temporary
Guest Service agent temporary
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Job Description
At The St. Regis Romewe are looking for an enthusiastic candidate for our Butler Service Desk for temporary contract.
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 nonregistered guest calls. Advice 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. Instruct guests on how to access the internet; transfer guests with problems to providers 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. 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. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
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.
Guest Relations
- 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 guests name when possible
- Assist other employees to ensure proper coverage and prompt guest service.
Communication
- Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones 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 coworkers using clear appropriate and professional language.
- Exchange information with other employees using electronic devices (e.g. pagers and twoway 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 coworkers 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.
Physical Tasks
- Stand sit or walk for an extended period of time or for an entire work shift.
- Enter and locate workrelated 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.
Checkin/Checkout
Communications
- 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 nonregistered guest calls.
- Instruct guests on how to access the internet (e.g. dialup broadband wireless).
- Monitor busy or unanswered lines check back with callers on hold to update status and offer to take a message.
- Transfer guests with internet access issues to the internet service providers customer support line.
Reports/Recordkeeping
- Log all guest requests incidents adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.
Greet/Escort Guests
- 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 minibar ice and vending areas inroom safe valet laundry services).
Guest 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 wakeup call requests and deliver to appropriate department.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Deliver wakeup 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 guestrelated issues.
VIP/Concierge Services
- Respond to special requests from guests/residents with unique needs.
Knowledge of English Written and Verbally Fluent
Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
