AYS/DTS Agent

Auburn Marriott Opelika Resort & Spa at Grand National•Point Clear, AL

11d•Onsite

About The Position

As an At Your Service/Delighted to Serve Agent, you will be a central point of contact for our guests, helping create a seamless and memorable experience throughout their stay. This role is responsible for answering guest calls, logging and following up on requests, providing resort and local area information, and ensuring each guest receives prompt, friendly, and professional service.

Requirements

Exceptional Phone Service
Guest Requests
Issue Resolution
Resort Knowledge
Guest Assistance
Hotel Ambassador
Technical Skills
Room Service Support
Documentation
Multitasking
Service Excellence

Responsibilities

Answer guest calls promptly with warmth, professionalism, and excellent phone etiquette.
Accurately log guest requests and ensure timely follow-up and resolution.
Take ownership of guest concerns and work quickly to provide positive solutions.
Maintain strong knowledge of hotel amenities, restaurants, room service menus, golf offerings, local attractions, and surrounding area information.
Provide accurate directions, recommendations, and helpful information to enhance the guest experience.
Promote resort outlets, services, amenities, gift shops, lounges, and special offerings.
Utilize property management systems, PBX switchboard consoles, guest request systems, and Food & Beverage posting terminals as needed.
Assist guests with room service information, payment options, and order-related questions.
Record guest concerns and complaints accurately in the guest response program for proper follow-up.
Manage multiple calls, requests, and guest needs with strong organization and attention to detail.
Anticipate guest needs and continuously look for opportunities to exceed expectations.