Hotel Front Desk/AYS Agent

We are looking for an Experienced Guest Services Agent to join our team! This is a dual role as a Marriott Front Desk Agent and a 'AYS' Telephone Agent. As a Front Desk Agent, you are responsible for greeting and registering guests in a warm and welcoming manner, delivering excellent guest service, and resolve guest needs to create a personized and memorable experience. As a 'At Your Service' Telephone Operator, you are responsible for promptly answering to guests questions over the phone and take in-room dining orders. This role involves using professional telephone etiquette, processing work order requests to the appropriate department, and delivering timely and accurate information about hotel services and amenities. This is a Full-Time position requiring the flexibility to work any day, AM or PM shift, including weekdays, weekends and holidays. Schedule will change weekly with a combination of AM and PM shifts (no overnight).

Responsibilities

Provide exceptional customer service by being engaging and taking sincere interest in the guest following Marriott brand guest service standards; Greet guest with a friendly and sincere welcome, register guest, assign rooms and provide room key, strictly following brand service standards and company policies (Front Desk Agent); Answer incoming calls promptly, using correct telephone etiquette, providing information about hotel services and amenities; Take in-room dining orders, ensuring accuracy and clarity in communication to the kitchen staff (AYS Agent); Address guest challenges in a professional manner to resolve problems to their completion; posting to computer and following up with other departments, and guest, to ensure resolution and guest satisfaction; Continuously maintain up-to-date knowledge on room availability, room types, available amenities, and rates, as well as available guest upgrade options; Maintain high standards of personal appearance and grooming

Requirements

Must have open work availability; able to work various shifts, any day, any shift, including weekends and holidays; Previous customer service experience required; relevant customer-facing experience will also be considered; Excellent communication skills; ability to effectively communicate with guests and staff alike, both verbally and written, with empathy, patience, tact and professionalism; Experience using complex reservation management software systems or other relevant programs/technology, with ability to perform tasks in multiple computer systems, simultaneously; Advanced understanding of core guest service behaviors and expectations; Able to easily adapt to unexpected changes and prioritize tasks successfully in high-pressure situations with professionalism; Proactive mindset; ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies; Capable of remaining in a standing position, either stationary or walking, for duration of shift; Positions self to raise, lower, and extend arms to perform essential job functions; Ability to lift and carry up to 15 lbs. regularly; Knowledgeable in basic MS Office programs Word, Excel and Outlook; Able to identify and respond quickly to safety concerns and emergency situations; High school diploma or equivalent required

Nice to have

full-service hotel guest services experience; degree in hospitality or related field