Communications Agent

Marriott•San Francisco, CA

About The Position

The Communications Agent operates the telephone switchboard, answers calls, and monitors busy or unanswered lines. The role processes guest requests such as wake-up calls, call screening, do-not-disturb, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests. The agent answers, records, and processes guest calls, messages, requests, questions, and concerns; contacts the appropriate person or department to resolve issues; and follows up to confirm guest satisfaction. The agent also provides information about property amenities, services, operating hours, local points of interest, and activities, reviews shift logs and daily memos, records relevant information, and notifies Loss Prevention/Security about guest theft reports. The position requires reporting accidents, injuries, and unsafe conditions to a manager; following company policies and procedures; maintaining a clean, professional appearance and confidentiality; protecting company assets; delivering courteous guest service; communicating professionally by phone and in person; and building positive working relationships to support team goals. The agent must meet quality standards, read and visually verify information in various formats, and perform other reasonable duties as requested by supervisors. Work may involve standing, sitting, or walking for an extended period or an entire shift, and handling objects weighing up to 10 pounds without assistance.

Requirements

High school diploma or G.E.D. equivalent is preferred.
No related work experience is required.
No supervisory experience is required.
No license or certification is required.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Ability to read and visually verify information in a variety of formats.

Responsibilities

Operate the telephone switchboard, answer calls, and monitor busy or unanswered lines.
Process guest requests for wake-up calls, call screening, do-not-disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Contact the appropriate individual or department to resolve guest calls, requests, or problems, and follow up to confirm guest satisfaction.
Provide guests with information about property amenities, services, hours of operation, local areas of interest, and activities.
Review shift logs and daily memo books and record pertinent information in logbooks.
Notify Loss Prevention/Security of guest reports of theft.
Report accidents, injuries, and unsafe work conditions to a manager.
Follow company policies and procedures, maintain a clean and professional appearance, protect confidential information and company assets, and comply with quality assurance standards.
Welcome and acknowledge guests, anticipate and address service needs, and thank guests with genuine appreciation.
Communicate clearly and professionally, including answering telephones using appropriate etiquette.
Develop positive working relationships and support the team in reaching common goals.
Read and visually verify information in a variety of formats.
Perform other reasonable job duties as requested by supervisors.