AYS Agent - Full Time

J W Marriott•Las Vegas, NV

About The Position

The AYS Agent serves as the main point of contact for all guest requests and needs, including answering all internal and external calls, dispatching requests and following up to ensure guest satisfaction; and to perform job responsibilities satisfactorily and according to department standards. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.

Requirements

High School diploma or GED
1–2 years in a guest service, reservations, or call center role, preferably in a luxury or upscale hotel environment.
Prior experience delivering personalized service to high-profile or VIP guests.
Experience liaising between multiple departments (housekeeping, engineering, F&B) to fulfill guest needs.
Familiarity with systems like Opera or similar for reservations and guest requests.
Strong verbal and written communication skills; multilingual ability is a plus.
Proven ability to handle high-volume calls professionally and courteously.
Handling guest inquiries, complaints, and special requests effectively.
Understanding of payment processing for in-room dining or service requests.
Knowledge of accurate cash handling, credit card processing, and reconciliation.
Ensuring accuracy in reservations, billing, and guest requests.
Resolving guest concerns promptly and effectively.
Adherence to luxury service standards.
Ability to anticipate guest needs and deliver tailored experiences.
Promoting hotel services and amenities to enhance guest experience.
Basic computer proficiency and knowledge of booking platforms.
Ability to work varied shifts, weekends, and holidays
Must be able to read, write, and communicate effectively in English to perform essential job functions.

Responsibilities

Communicate effectively with guests and co-workers.
Use Property Management System (PMS) Registration and Guest Accounting Functionality, GuestWare.
Operate switchboard console
Complete daily check list in a timely manner
Log and track all incoming guest packages.
Track faxes that come to the hotel.
Process all the credit card authorizations that are received via fax, email or in person.
Take room service orders.
Set up wake up calls for guests.
Monitor Fire Panel and report any Alerts to security immediately.