At-Your-Service Executive
At-Your-Service Executive
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Job Description
POSITION SUMMARY
Answer record and process all guest requests questions or concerns via telephone email chat and mobile communication devices. Operate telephone switchboard process guest requests for wake-up calls and connecting and directing calls to the appropriate extension. Receive record and relay messages accurately. Log all guest requests or issues into computer contact appropriate individual or department (e.g. Bellperson Housekeeping) and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features property amenities and local areas of interest. May process food & beverage orders answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Communicate parking procedures to guests/visitors.
Communication
- Speak to guests and co-workers using clear appropriate and professional language.
- 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.
- Talk with and listen to other employees to effectively exchange information.
- Exchange business related information with other employees using electronic devices (e.g. mobile communication devices email and chat).
- Provide assistance to coworkers ensuring they understand their tasks.
Guest Relations
- Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
- 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.
- 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.
- Address guests service needs in a professional positive and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Thank guests with genuine appreciation and provide a fond farewell.
- Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.
- Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.
- Process food & beverage orders answer questions on menu selection; record transactions in point-of-sale system process payment and run cashier reports at end of shift.
PREFERRED QUALIFICATIONS
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
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Employment Type
Full-Time
