At Your Service (AYS) Operator

About the position

As a Guest Service Agent, you will greet, register, and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Your role is crucial in ensuring guest satisfaction and maintaining the hotel's reputation for excellent service.

Responsibilities

• Efficiently answer internal and external phone calls with warmth and professionalism
• Respond to guest requests in the Marriott GXP system in a timely manner
• Operate Full-Service PMS effectively to access guest information and assist with requests
• Communicate guest needs and requests to other departments
• Follow up on guest requests to ensure that the guest's needs are met
• Effectively problem solve guest concerns and anticipate their needs
• Utilize customer service remediation tools to rectify negative guest experiences
• Record any notable interactions in the pass down report
• Transmit and receive messages, using telephones or the PMS system
• Receive and resolve guest complaints, elevating to supervisor if necessary
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction
• Follow sustainability guidelines and practices related to HHM's EarthView program
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods
• Ensure overall guest satisfaction
• Perform other duties as requested by management

Requirements

• High School diploma or equivalent preferred
• Previous customer service experience or equivalent training required
• Knowledge of PMS systems preferred