Guest Experience Agent (Telephone Operator)

Marriott•New York, NY

1d•$30 - $40•Onsite

About The Position

The Guest Experience Agent (Telephone Operator) is responsible for managing all guest communications via telephone. This includes answering, recording, logging, and processing guest calls, requests, questions, or concerns. The role operates the telephone switchboard, handles requests for wake-up calls, call screening, do not disturb settings, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. The agent will also inform guests of any messages received, monitor lines, update callers on hold, and take messages. Additionally, they will activate/deactivate message lights, assist guests with internet access by transferring them to customer support if needed, and test communications equipment. The position requires responding to special guest requests, contacting appropriate departments to resolve issues, and following up with guests to ensure satisfaction. Dispatching bell staff or valet staff is also part of the role. The agent must adhere to all company policies and procedures, report safety issues, maintain a clean and professional appearance, protect company assets, and ensure confidentiality. They are expected to welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with appreciation. Communication should be clear and professional, with appropriate telephone etiquette. Developing positive working relationships and supporting team goals is essential, as is complying with quality assurance standards. The role involves standing, sitting, or walking for extended periods, using computers/POS systems, and moving/lifting objects up to 10 pounds. Other reasonable duties may be requested by supervisors.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience.
No supervisory experience.
None

Responsibilities

Answer, record, log, and process all guest calls, requests, questions, or concerns.
Operate telephone switchboard station.
Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Advise guest of any messages received.
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Receive, record, and relay messages accurately, completely, and legibly.
Activate/deactivate guest room message lights as appropriate.
Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line.
Test communications equipment to ensure it works properly.
Respond to special requests from guests with unique needs.
Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Dispatch bell staff or valet staff as needed.
Follow all company policies and procedures.
Report accidents, injuries, and unsafe work conditions to manager.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
Welcome and acknowledge all guests according to company standards.
Anticipate and address guests’ service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Speak with others using clear and professional language.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Support team to reach common goals.
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time.
Enter and locate information using computers and/or POS systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.