Leisure Reservations Agent

Marriott International • Naples, FL

87d

About The Position

Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) 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. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Review shift logs/daily memo books and document pertinent information in logbooks. Notify Loss Prevention/Security of any guest reports of theft. Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. 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.

Requirements

• High school diploma or G.E.D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No specific license or certification required.

Responsibilities

• Operate telephone switchboard station to answer calls and monitor lines.
• Process guest requests for various services including wake-up calls and call forwarding.
• Answer, record, and process all guest calls, messages, and requests.
• Contact appropriate departments to resolve guest issues.
• Follow up with guests to ensure satisfaction with services.
• Provide guests with information about property amenities and local activities.
• Review shift logs and document pertinent information.
• Notify security of any guest reports of theft.
• Report accidents and unsafe conditions to management.
• Maintain professional appearance and confidentiality.
• Welcome and acknowledge guests according to company standards.
• Develop positive working relationships with team members.
• Comply with quality assurance standards.
• Perform physical tasks such as moving and lifting objects.

What This Job Offers

• Industry: Accommodation
• Education Level: High school or GED