At Your Service Agent - Marriott Providence Downtown

Meyer Jabara Hotels•Providence, RI

2d•Onsite

About The Position

To ensure friendly, hospitable and efficient service to guests on the telephone and in the PBX/guest service center, at all times, in all applicable languages. Be able to understand and satisfy all customer requests. Be able to handle messages, faxes, packages and PC services professionally and without failure.

Requirements

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Computer literate, have a professional yet friendly telephone manner and good customer service skills.
Candidates should have the confidence to make decisions, and a strong ability to concentrate and work under pressure and to handle multiple tasks at the same time.

Nice To Haves

Previous customer service experience recommended
previous hotel experience preferred

Responsibilities

Attendance as scheduled is required.
Answer all incoming calls within two rings.
Answer the phone with the agreed speech.
Use the customer's name whenever possible.
Before transferring a call, explain to the customer that you will transfer to the requested phone and await the customer's reply before transferring a call.
Use appropriate farewell greeting.
Prepare the wake-up list accurately. The list has to contain the name, room number, wakeup time and language.
Understand how to program wake-up calls in the system.
Make sure that you use an accurate rooming list for group wake-up calls.
Keep the office clean at all times and make sure that enough supplies are available.
Update the visual board daily and be informed about memos and daily operation.
Understand how to operate the music system.
Be familiar with all SOPs and LSOPs.
Know how to charge and credit conforming to cash handling procedures.
Be completely familiar with all emergency procedures and the fire system.
Update and maintain the Guest Response System.
Each associate is expected to carry out all reasonable requests by management.
Inform your supervisor in case of complaints and other challenges.
Wear proper and clean uniforms at all times.
Assist and explain All PC features to guests.
Send faxes and telexes, provide photocopy services.
Know how to type.
Know how to maintain all technical equipment.
Be able to translate.
Charge guests immediately according to LSOPs.
Use blind drop procedure when depositing money.
Attend departmental meeting.
Be able to use sales dialogue in selling the Room Service menu, beverage and wines.
Know culinary terminology.
Know the Gold Standard Brands.
Be able to use the Room Service Use records.
Take all Room Service Orders as outlined in the New Hire Guide.
Have full knowledge of Micros and all functions.
Must be able to maintain confidentiality of information.