Role : The Guest Service Agent is responsible for greeting each guest, thanking and inviting them to come back. Agents are responsible to take ownership for any guests issues and help reach a resolution with the guest. Adheres to all Company, Safety and Department policies and procedures. Fosters team work and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values. false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4
SKILLS / QUALIFICATIONS :
- Ability to communicate well on the phone.
- Ideal candidate will possess previous Front Desk experience and the "Spirit to Serve" attitude.
- Must be literate and able to communicate in English.
- Must possess a high school diploma or GED.
- Excellent customer service skills and telephone etiquette.
- Must possess basic computer skills to include Word, Excel, Internet and e-mail.
- Must have experience with money handling procedures.
REQUIRED CERTIFICATE / LICENSE :
Must be 21 or older
MAJOR JOB DUTIES : Duties include, but are not limited, to the following :
Ability to communicate effectively with guests and co-workers.Ability to use Property Management System (PMS) Registration and Guest Accounting Functionality, GuestWare.Ability to operate switchboard consoleAbility to effectively use L.E.A.R.N. technique for dealing with the guest complaintsAbility to communicate well on the phoneAbility to complete daily check list in a timely mannerThe above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.
PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS :
The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in an office environment. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate.
Serves as the main point of contact for all guest requests and needs, including answering all internal and external calls, dispatching requests and following up to ensure guest satisfaction.Responsible for logging and tracking all incoming guest packages.Responsible for tracking faxes that come to the hotel.Responsible for processing all the credit card authorizations that are received via fax, email or in person.Responsible for taking room service orders.Responsible for setting up wake up calls for guests.Responsible to monitor Fire Panel and report any Alerts to security immediately.Required to complete daily checklist in the timely manner.Ability to and comply with Policies and Procedures, Job Description, daily memorandums and other instructions.