Apr 16, 2019Job Number
Rooms and Guest Services OperationsLocation
Renaissance Guiyang Hotel, 2 Jinyang Road North, Jinyang New District, Guiyang, Guizhou, China VIEW ON MAPBrand
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Serve as the main point of contact for all guest requests and needs. Agent is responsible for answering calls in order to record the guest request and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality at all times and take ownership of each guest issue. When in communication with the guest, the agent must be practice in every area, including offering additional services. Most importantly the agent must coordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with the result. This position is also responsible for answering all internal and external calls that come into PABX room.
Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Communicate parking procedures to guests/visitors.Assist management in training, motivating, and coaching employees; and serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; and maintain awareness of undesirable persons on property premises.
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, assist individuals with disabilities, 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. 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.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.