Agent-At Your Service

Marriott•New York, NY

3d•$32 - $43

About The Position

The Agent-At Your Service responds to and processes guest requests, questions, and concerns through telephone, email, chat, and mobile communication devices. The role operates the telephone switchboard, handles wake-up call requests, directs calls, and accurately receives and relays messages. It records guest requests and issues in a computer system, contacts the appropriate person or department, and follows up with guests to confirm their needs have been resolved satisfactorily. The agent provides information about room features, property amenities, and local points of interest; may process room service orders and record transactions in a point-of-sale system; and assists guests with internet access and in-room entertainment. The position requires compliance with company policies, professional appearance and communication, protection of confidential information and company assets, attentive guest service, positive teamwork, and adherence to quality standards. Other reasonable duties may be assigned by supervisors.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
No related work experience is required.
No supervisory experience is required.
No license or certification is required.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Nice To Haves

High school diploma or G.E.D. equivalent.

Responsibilities

Answer, record, and process guest requests, questions, and concerns by telephone, email, chat, and mobile communication devices.
Operate the telephone switchboard, process wake-up call requests, and connect or direct calls to the appropriate extension.
Receive, record, and relay messages accurately.
Log guest requests or issues in the computer system, contact the appropriate individual or department, and follow up with guests to ensure resolution to their satisfaction.
Provide guests with information about room features, property amenities, and local areas of interest.
May process room service orders, answer menu questions, and record transactions in the point-of-sale system.
Assist guests with accessing the internet and guestroom entertainment.
Follow company policies and procedures; maintain a clean and professional uniform and personal appearance; protect confidential information and company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, including answering telephones with appropriate etiquette.
Develop and maintain positive working relationships and support the team in reaching common goals.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats.
Perform other reasonable job duties as requested by supervisors.