Agent-At Your Service

Marriott•Oakland, CA

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, records and relays messages, logs guest requests in a computer system, contacts the appropriate department or individual, and follows up to confirm guest satisfaction. The agent also provides information about room features, property amenities, and local attractions; may process room service orders and record transactions; and assists guests with internet and in-room entertainment access. The position requires adherence to company policies and procedures, professional appearance, confidentiality, protection of company assets, and courteous, attentive guest service. The agent communicates professionally, supports positive working relationships and team goals, complies with quality standards, and performs other reasonable duties as requested by supervisors. Work may involve standing, sitting, or walking for extended periods or an entire shift, as well as handling objects weighing up to 10 pounds without assistance.

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 read and visually verify information in a variety of formats.
Ability to stand, sit, or walk for an extended period or for an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Responsibilities

Respond to, record, and process guest requests, questions, and concerns through 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 accurately relay messages.
Log guest requests or issues in a computer, contact the appropriate individual or department, and follow up with guests to confirm 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 a 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 appearance; protect confidential information and company assets.
Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, use appropriate telephone etiquette, and maintain positive working relationships while supporting team goals.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by supervisors.